Contact Centre Team Leader

5 months ago

Johannesburg, South Africa PG Glass Full time

**Main job purpose**

Manage, coach and mentor agents and teams of agents to ensure achievement of set, communicated and tracked key performance indicators and behavioural standards of engagement towards achieving and exceeding company objectives

**Main Objective**

Ensure agent and team achievement against set KPI targets through effective performance tracking coaching and performance management towards an exceptional customer experience and achievement of objectives.

Ensure quality standards are strictly adhered to, in line with the Contact Centre quality framework and arrange training and coaching when required.

Submit regular, timeous and accurate reports to management to track performance and seek new ideas and strategies to improve performance and customer experience at the Contact Centre

Train, develop and coach agents, based on identified business training needs to equip them with the necessary knowledge, skills and abilities to deliver a low effort customer experience, whilst complying to standards and processes.

Analyse customer complaints related to incorrect part identification, and in conjunction with the parts specialist, provide requisite corrective action training to agents in order to improve and minimise risk to Business and promote first call resolution with exceptional customer service.

Ensure staff are effectively managed, motivated and held accountable through performance management feedback mechanisms and disciplinary procedures, and that employees are developed and mentored through standard PG processes to be the best and to give the best.

**Critical job requirements**

**Qualification(s)**
- Grade 12
- Supervisory Management Diploma/Certificate

**Knowledge**
- National Deals
- DPS
- Effective Team Management
- Product Knowledge (Building and Automotive)

**Skills**
- Customer Relationship Management
- Business Acumen

**Experience**
- 4 years overall experience required for the role.
- 2 years of the overall experience should be as a second in charge (2IC) to a Team Leader

**Job Type**: Permanent

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