SASSA Team Lead Professional
2 days ago
iSON Xperiences seeks an experienced and dynamic Team Coach to lead our inbound voice/messaging customer services team in Randburg. The ideal candidate will have a strong track record in leading teams, coaching, and developing agents to deliver exceptional customer experiences.
As a Team Coach, you will be responsible for:
- Leading and managing a team of up to 20 agents
- Coaching and developing agents through continuous one-on-one sessions
- Managing attendance and leave processes, updating matrices, and motivating agents
- Evaluating agent performance, setting KPIs, and reviewing progress with the Contact Centre Manager
- Assisting in agent career development, identifying training needs, and resolving daily queries
You will also be responsible for:
- Compiling reports and providing regular updates on team performance
- Liaising with the Workforce Management team to ensure effective resource planning
- Maintaining escalations processes and implementing new procedures with team buy-in
The successful candidate will have:
- Previous experience as a Team Leader in a Contact Centre environment
- Good performance management skills
- A Grade 12 Certificate and leadership training
Competitive Salary: R350,000 - R450,000 per annum
We offer a positive work environment, opportunities for growth and development, and a competitive salary package. If you are a motivated and results-driven professional looking for a new challenge, please apply.
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SASSA - Team Lead
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