Call Centre Team Leader
4 weeks ago
Job Title: Call Centre Team Leader
Job Summary: We are seeking a highly motivated and experienced Call Centre Team Leader to join our team at Recruitment Dynamix (Pty) Ltd. The successful candidate will be responsible for managing and directing call centre agents in achieving their required daily duties.
Main Responsibilities:
- Manage and direct call centre agents to achieve daily duties
- Take accountability for call centre agents through daily monitoring and reporting
- Liaise with QA to ensure quality standards are met
- Facilitate training sessions and submit regular reports to management
- Ensure client satisfaction and prompt responses to customer challenges
- Conduct regular performance reviews and ensure performance improvement plans are in place
- Monitor attendance and punctuality daily
- Review and analyse agent output
- Develop and implement customer service strategies
- Handle customer complaints and ensure customer surveys are returned
Requirements:
- 2 years experience as a Team Leader
- Proficient computer skills including Microsoft Outlook, Word, and Excel or equivalent Google products
- Self-driven, positive, and energetic
- Structured and detail-oriented
- Able to multi-task and build relationships
- Accountable and able to work some weekends
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