Roadside Team Leader
2 months ago
**Position Overview**:
**Specific Role Responsibilities**:
- Provide daily direction and communication to employees so that emergency roadside calls are answered in a timely, efficient and knowledgeable manner
- Provide continual evaluation of processes and procedures
- Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
- Provide statistical and performance feedback and coaching on a regular basis to each team member
- Write and administer performance reviews for skill improvement
- Ensure employees have appropriate training and other resources to perform their duties
- Resolve employee relations issues expressed by team members
- Create and maintain a high-quality work environment so team members are motivated to perform at their highest level
- Address disciplinary and performance issues according to company policy to the Manager
- Assist the Manager with the daily operation of the call centre
Duties and responsibilities is not limited to the above
**Qualifications and Experience**:
- Grade 12 / Matric
- 2 - 3 years work experience in a same or similar role
- Experience in an inbound/outbound call centre environment
- Background in Insurance / Motor Industry
- Computer literaty - MS Word, Excel, and Outlook (knowledge/experience)
**Skills and Personal Attributes**:
- Excellent, professional telephonic selling skills and commercial acumen
- Excellent communication skills (verbal and written) - Good command of the English language
- Energetic
- Multi-tasking
- Excellent time management and attention to detail
- Confident and assertive
- Ability to work under pressure
- Team Player
- Accuracy
- Outgoing & vivacious personality
- Ability to work under pressure
- Ability to teach and coach
- Punctual
**Other Requirements**:
- Clear criminal and credit record
- Reliable or own transport
- Must be able to work shifts / night shifts
- Own and live up to company values
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