SASSA - Team Lead

2 months ago


Randburg, Gauteng, South Africa iSON Xperiences Full time

Contact Centre Team Coach Role.

This leadership position is part of iSON Xperiences' customer service team, responsible for guiding and developing a team of customer service representatives. The ideal candidate will be a seasoned leader with a strong background in customer service and team management.

Main Responsibilities include:

  • Leading a team of customer service representatives and providing coaching and development opportunities.
  • Ensuring high-quality customer service delivery and adherence to performance metrics.
  • Managing attendance and leave processes, and maintaining accurate records.
  • Motivating and managing team performance through various methods.
  • Implementing quality management processes and conducting call evaluations.
  • Ensuring agents meet service level targets, including NPS, FCR, and AHT.
  • Developing and reviewing key performance indicators for team members.
  • Assisting in agent career development and identifying training needs.
  • Compiling reports and providing regular progress updates.
  • Liaising with the Workforce Management team to ensure effective resource planning.

Requirements:

  • Previous experience as a team leader in a contact centre environment.
  • Strong performance management skills.
  • Grade 12 certificate and leadership training.


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