Senior Contact Centre Team Leader

2 weeks ago


Randburg, Gauteng, South Africa iSON Xperiences Full time
Main Responsibilities
  • 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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