SASSA Team Coach

3 weeks ago


Randburg, Gauteng, South Africa iSON Xperiences Full time
Job Title: Team Coach - Customer Experience

At iSON Xperiences, we are seeking a highly skilled Team Coach to lead our Contact Centre team and drive exceptional customer experiences.

Main Responsibilities:

  • Lead and manage a team of 20+ agents
  • Coach and develop agents through regular one-on-one sessions
  • Manage attendance and leave processes
  • Motivate agents through various means
  • Ensure quality management and improvement through call evaluations
  • Meet agent adherence and service level targets
  • Set key performance indicators and review agent performance
  • Assist in agent career development and identify training needs
  • Resolve daily queries and promote service delivery
  • Liaise with Workforce Management team for effective resource planning
  • Take disciplinary measures when necessary
  • Compile and maintain descriptive and statistical reporting
  • Build strong internal and external relationships
  • Maintain escalations processes and implement new processes with team buy-in

Requirements:

  • Previous Team Leader experience in a Contact Centre environment
  • Good performance management experience
  • Grade 12 Certificate and leadership training

Professional and Interpersonal Skills:

  • Excellent communication and problem-solving skills
  • Ability to manage workload and prioritize activities
  • High level of integrity, professionalism, and trustworthiness
  • Positive attitude to work

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