SASSA Team Lead Professional

1 month ago


Randburg, Gauteng, South Africa iSON Xperiences Full time

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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