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Team Leader

7 months ago

Parktown, South Africa MyCalling Full time

**Are you ready to take the next step in your career?**

The purpose of this role is to ensure the day-to-day management of a team of Agents, in a manner that is in line with excellent service delivery to meet the client’s contractual obligations.

**What would make you a good fit for this role?**
- Must be willing and able to work in a shifted environment.

**Requirements**:

- 1 year Call Centre experience
- 6 - 12 months Team Leader/Supervisory experience
- 6 - 12 months Team Leader/Supervisory experience

**Skills**
- Customer service orientation
- Oral and written communication
- Planning and organising
- Problem solving
- Teamwork
- Coaching
- Technical expertise - Call Centre technology
- Attention to Detail

**What will you be doing?**

**1. People Management**
- Coaches the team in order to ensure quality of delivery meets the appropriate standard
- Measures and manages the team to ensure out-of-line situations are immediately addressed
- Communicates information in a timely, accurate and understood manner to all team members
- Ensure that all Human Resources policies and procedures are observed

**2. Communication and Feedback**
- Conduct team briefs as scheduled by the work force management team and inline with the weekly focus agenda set by the Operations Managers
- Ensure regular feedback is given to Agents with regards to action plans that have been set
- Ensure all relevant business communications are communicated to the team as and when required

**3. Reporting and Administration**
- Sign off Agents timesheets on a weekly basis
- Track and accurately update operational performance files for Agents on a weekly basis
- Compiling and sending reports as required by the business for relevant updates