Call Centre Team Lead

1 month ago


Cape Town, Western Cape, South Africa Callforce Direct Full time

The ideal candidate for this role will be responsible for the overall development and performance of an assigned team through the facilitation of the course map and leading the team of agents. This position requires coaching of underperforming agents as assigned.

Key Responsibilities:

  • Coaching
    • Daily coaching feedback monitored and sent to Team Leaders and Operations to ensure progress.
    • Internal calibration sessions held every two weeks, where calls are analyzed, and agents are scored based on performance.
  • Client Feedback & Alignment
    • Daily escalations (client journeys) are analyzed, and client feedback is aligned.
  • Reporting
    • Weekly reports on CEO escalations are prepared and analyzed.
    • Calibration reports are prepared and sent to the client every Friday.
    • Biweekly quality reports are sent to the international quality team.
    • Monthly repeat call analysis reports are prepared.
    • Monthly top ten agents with the highest repeat calls are identified and analyzed.
  • Quality Assurance
    • Daily quality assessments are completed, and weekly detailed quality reports are prepared.
    • Weekly call listening is analyzed, and calibration sessions are held every Tuesday, Wednesday, and Friday.

Requirements:

  • A people person with excellent interpersonal skills.
  • A passion for personal and professional development.
  • Ability to facilitate reports, analysis, and presentations.
  • Excellent communication and presentation skills.
  • Coping with pressures and setbacks.
  • Delivering results and meeting client expectations.
  • Excellent administration skills.
  • Attention to detail.
  • Good verbal communication skills.
  • Excellent adherence and QA scores.


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