SASSA Team Coach
4 weeks ago
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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