M-KOPA Team Leader

3 days ago


Randburg, Gauteng, South Africa iSON Xperiences Full time

Job Summary:

The position of the Team Coach is to lead an inbound customer services team and to maintain quality of service delivered in conjunction with customer goals and objectives. The Team Coach is also expected to work within all teams of the Contact Centre to ensure that Customer Experience is delivered all the time.

Main Responsibilities:

  • Lead and manage a team of customer service representatives to ensure high-quality service delivery.
  • Coach and develop team members through continuous one-on-one sessions to improve their skills and performance.
  • Manage attendance and leave processes, and maintain accurate records.
  • Motivate and manage team members to achieve service level agreements and key performance indicators.
  • Conduct quality management and improvement activities to ensure consistent service delivery.
  • Log and resolve customer complaints and issues in a timely and professional manner.
  • Set key performance indicators for team members and review their performance regularly.
  • Assist in agent career development and identify training needs.
  • Resolve daily queries and promote service delivery.
  • Compile reports and provide regular updates on team performance.
  • Liaise with the Workforce Management team to ensure effective resource planning.
  • Take disciplinary measures when necessary.
  • Develop and maintain descriptive and statistical reporting on a daily, weekly, and monthly basis.
  • Monitor and manage team utilization and shifts in conjunction with the Workforce Management team.
  • Build strong internal and external relationships to ensure effective communication and collaboration.
  • Ensure escalations processes are maintained and implement new processes with team buy-in.
  • Team leader experience of 1-2 years within a Contact Centre environment.
  • Good performance management experience.
  • Grade 12 Certificate and leadership training.
  • Financial services background.
  • Excellent communication and problem-solving skills.
  • High level of integrity, professionalism, and trustworthiness.
  • Excellent attention to detail.
  • A successful track record in meeting targets and achieving premium customer service.
  • Positive attitude to work.


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