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Advocate Team Lead and Performance Coach

2 weeks ago

Cape Town, Western Cape, South Africa TeleTech Holdings, Inc. Full time

Team Leader Position

We are seeking a highly motivated and experienced team leader to join our team as a Supervisor. In this role, you will be responsible for overseeing a group of advocates and ensuring that they deliver exceptional customer experiences.

Main Responsibilities

  1. Supervise the daily activities of a team of front-line advocates, actively interacting with and providing support to ensure service levels are met.
  2. Develop and implement strategies to improve team performance and productivity.
  3. Provide guidance and support to advocates to ensure compliance with policies and procedures.
  4. Monitor and analyze team performance data to identify areas for improvement.
  5. Collaborate with other teams to share best practices and coordinate insights.

Requirements

  • Minimum 2 years of leadership experience in a call center or operational environment.
  • Excellent communication, interpersonal, and relationship-building skills.
  • Able to multitask and work effectively in a fast-paced environment.
  • Familiarity with call center systems and Microsoft Office programs.