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Team Lead
2 months ago
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.
- Valid Matric certificate.
- Clear credit and criminal record.
- 2 years' experience within a call center agent.
- Previous leadership and people management experience is preferred.
- 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.
We offer a competitive salary and benefits package, as well as opportunities for growth and development within the company.
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