Contact Centre Team Lead

2 days ago


Randburg, Gauteng, South Africa iSON Xperiences Full time
About the Role

The ideal candidate will lead an inbound voice/messaging customer services team, ensuring quality of service delivery in conjunction with Altron People Solutions' customer goals and objectives.

Main Responsibilities
  • Lead a team of 20+ agents and manage their performance through daily, weekly, and monthly coaching sessions.
  • Maintain attendance and leave management processes and update the attendance matrix accordingly.
  • Motivate and develop agents through various means to improve their skills and productivity.
  • Ensure all agents meet key performance indicators (KPIs) for adherence, reach service levels, and maintain high-quality customer interactions.
  • Establish and review KPIs with the Contact Centre Manager on a regular basis.
  • Support agent career development by identifying training needs and providing opportunities for growth.
  • Resolve daily queries, promote service delivery, and report progress regularly.
  • Liaise with Workforce Management to ensure effective resource planning.


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