Team Leader

1 week ago


Johannesburg, Gauteng, South Africa Recruitment Dynamix (Pty) Ltd Full time

**Call Centre Team Leader Opportunity**

We are seeking an experienced Team Leader to manage and direct our Call Centre agents in achieving their required daily duties.

The successful candidate will take accountability for Call Centre Agents through daily monitoring, a compilation of reports, and some coaching assisted by a QA.


**Key Responsibilities:**

  • Running and managing your team daily.
  • Understand our organization's products, services, procedures, and guidelines and communicate the same to team leaders.
  • Liaise with QA who monitors all calls to ensure that due procedures and quality standards are strictly adhered to.
  • Facilitate and organize training sessions.
  • Submit regular reports to management and seek new ideas and strategies to improve the performance.
  • Ensure clients are happy and always satisfied by providing prompt responses and solutions to their challenges.
  • Conduct regular review of all Call Centre Agents performance and ensure performance improvement plans are done for underperformers.
  • Ensure that all staff adhere to the weekly performance targets.
  • Monitoring attendance and punctuality daily.
  • Reviewing and analysing Agent output.
  • Customer service strategy, execution and dispatch management including development of vision, mission and KPIs.
  • Handle customer complaints and ensure customer surveys were returned.
  • Coach the team in order to ensure the quality of delivery meets the appropriate Standard.

**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 orientated.
  • Able to multi-task.
  • Relationship building.
  • Accountable.
  • Must be able to work some weekends.

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