Team Leader

**Purpose**

To provide quality and efficient service to our clients leading, managing, developing and motivating a team of Call Centre agents.

**Responsibilities**

**Detailed Description**

**Ensure efficient daily operation of the team against KPI’s**
- Drive the operating rhythm by providing daily direction and communication to agents to ensure that daily and weekly targets are met
- Respond to escalated customer issues from Agents
- Continually evaluate agent performance and conduct regular quality assurance checks of call and ensure processes and procedures are adhered to.
- Coach Agents on issues arising during the course of operations and QA sessions.
- Is available for employees who experience work problems providing appropriate coaching, direction and resolution
- Respond appropriately to daily discipline issues arising from the team and conduct return to work interviews as required
- Prepare warnings and communicates effectively with employees on warnings and makes effective / appropriate decisions relative to corrective action as required.

**Facilitates ongoing team performance improvement**
- Identify and implement methods to improve team operations, efficiency and service to customers and clients.
- Provide statistical and performance feedback and coaching to each team member as prescribed by the operating rhythm.
- Ensure employees have access to appropriate training and other resources to perform their jobs.
- Provide input into work procedures and processes that support the company and departmental procedures.
- Create and maintain a high-quality work environment so team members are motivated to perform at their highest level.
- Ensure that the physical working space is conducive to a productive working environment.
- Provide input into team awards and implement and manage incentive budgets

**Monitor and plan weekly team performance**
- Report and monitor daily and weekly on team performance statisticsNew hires

Absenteeism
KPI adherence
- Revise and update plan on a weekly basis to ensure targets are met
- Compile and /or communicate team resource plan on a monthly basis and monitor adherence thereto
- Manage physical resources and tools of trade eg seating, headsets

**Level of Authority**
- The job holder ensures that the team of agents follow the required instructions, company decision systems, policies and procedures
- Any issues falling outside of standard operating practices and procedures are referred to the Operations Manager
- Any decision made must be consistent for all team members
- Coaching and leadership practices for the team assist in improved performance over an extended period of time.
- Effective leadership of the team can lead to lower absenteeism and turnover improving performance.
- Planning time frame is typically 1 week to 1 month

**Size**

Team Leaders typically manage a team of 12 Agents and operate within a team of 5-7 colleagues

**Skills and Competencies**
- People Management Skills; mentor and drive people development; ensure high levels of employee engagement
- Strong and adaptable communication skills with the ability to influence and motivate
- Active Listening skills
- Planning and Organisational Skills; defining performance standards and meeting service levels; manage resources; good time management
- Coaching Skills with an even temperament and the ability to give constructive feedback
- Good interpersonal skills
- Strong analytical abilities; ability to collate, manage and analyse data
- Adaptability / Flexibility
- Problem solving skills and adept at trouble shooting
- Resilient approach and the ability to manage under pressure
- Initiative / Proactive attitude
- Knowledge of the company disciplinary code and procedures
- Financial management; understanding of budgets and working within constraints and consequences of deviations to client relations / service agreements

**Experience, Knowledge and Qualifications Education (Formal Qualification Required)**
- Grade 12 or equivalent NQF4 level qualification
- Basic Salary based on experience
- Tertiary education in Sales / Marketing would be ideal
- Sound knowledge of a CRM system
- 1-2 years’ experience as an Agent
- 6-12 months’ experience as a Team Leader / Manager in a call centre environment
- Completed the in-house supervisory training programme and product specific training
- Strong MS Excel and PowerPoint skills

**Salary**: R12,000.00 - R20,000.00 per month

Ability to commute/relocate:

- Wynberg, Western Cape: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Team Leader: 1 year (required)
- Call Centre Agent: 2 years (required)