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Team Lead

2 months ago


Johannesburg, Gauteng, South Africa Salt Employee Benefits Full time
{"Job Title": "Team Lead", "Job Description": "Job Summary

We are seeking a highly skilled Team Lead to join our team at Salt Employee Benefits. As a Team Lead, you will be responsible for ensuring the day-to-day management of a team of Agents, providing coaching and mentoring to ensure quality of delivery meets the appropriate standard.

Key Responsibilities
  • Monitor attendance of training interventions and identify training and development needs.
  • Provide monthly reports and weekly team stats submission.
  • Ensure that Agents achieve a 95% call success rate.
  • Track and accurately update operational performance files for Agents on a weekly basis.
  • Assist Agents with ad-hoc activities and answer calls within 3 rings.
  • Draw and maintain a walk-ins report daily and lunch roster to be submitted to the Manager weekly.
  • Ensure that abandoned calls are returned and listen in on voice calls regularly.
Requirements
  • Valid Matric certificate.
  • Clear credit and criminal record.
  • 2 years' experience within a call center agent.
  • Previous leadership and people management experience is preferred.
Essential Skills and Knowledge
  • Good knowledge of overall call center processes.
  • Good knowledge of Microsoft Outlook, Word, and Excel.
  • Accuracy and technical skills in the development/coaching of others.
  • Customer-centric approach.
What We Offer

We offer a competitive salary and benefits package, as well as opportunities for growth and development within the company.

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