Call Centre Team Leader
1 week ago
Recruitment Dynamix (Pty) Ltd is seeking a highly motivated and experienced Call Centre Team Leader to join our team in Rosebank.
Job Summary:
We are looking for a skilled and results-driven Call Centre Team Leader to manage and direct our call centre agents in achieving their daily duties. The successful candidate will be responsible for monitoring and coaching agents, ensuring quality standards are met, and driving performance improvement.
Key Responsibilities:
- Manage and direct call centre agents to achieve daily duties and quality standards.
- Monitor and coach agents to improve performance and adherence to procedures.
- Liaise with QA to ensure quality standards are met and identify areas for improvement.
- Facilitate training sessions to enhance agent skills and knowledge.
- Submit regular reports to management and provide recommendations for improvement.
- Ensure client satisfaction by providing prompt responses and solutions to their challenges.
- Conduct regular performance reviews and develop improvement plans for underperforming agents.
- Monitor attendance and punctuality, and review agent output to identify areas for improvement.
- Develop and implement customer service strategies to drive satisfaction and loyalty.
- Handle customer complaints and ensure customer surveys are completed.
- Coach agents to ensure quality of delivery meets standards.
Requirements:
- 2 years experience as a Team Leader or equivalent.
- Proficient computer skills, including Microsoft Outlook, Word, and Excel or equivalent Google products.
- Self-driven, positive, and energetic individual with strong leadership skills.
- Structured and detail-oriented with ability to multi-task and build relationships.
- Able to work some weekends and be accountable for team performance.
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