Senior Contact Centre Team Leader
2 weeks ago
- Lead a team of +- 20 agents
- Develop agents through one-on-one sessions
- Manage attendance and leave process
- Motivate and manage agents
- Ensure adherence and service levels
- Set key performance indicators for agents
- Assist in agent career development and training needs
- Resolve daily queries and promote service delivery
- Liaise with Workforce Management team
- Take disciplinary measures where necessary
Professional and Interpersonal Skills
- Excellent communication
- Manage workload and prioritize activities
- High level of integrity and professionalism
- Problem solving skills
- Excellent attention to detail
- Meet targets and achieve premium customer service
- Positive attitude to work
Requirements
- Previous Team leader experience in Contact Centre
- Good performance management experience
- Grade 12 Certificate and leadership training
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