Dutch Team Leader

4 weeks ago

Cape Town, South Africa Teleperformance South Africa Full time

NB: Must be able to communicate proficiently in Dutch
Job Overview
The successful applicant will be responsible for directly managing and developing a team to efficiently and effectively achieve business and campaign objectives, ensuring quality standards are adhered to at all times.
Main Responsibilities (but not limited to)

- You should begin your day by evaluating the prior day/week/month performance reports
- Ensuring any agents with performance issues have been followed up with and tracked.
- Daily meetings with my team, ensuring Team understand daily & trended actual results versus the goals identifying agent outliers
- Establishing priorities for the day and reviewing the execution of any process-level plans. You’ll call meetings throughout the day as required to make real time adjustments based on the day’s performance throughout the shift.
- Utilizing time on a daily basis to facilitate Agent development while maintaining the “80/20” rule.
- By observing agents you’ll identify and nurture their strengths and weaknesses which in turn creates an effective and sustainable team. You’ll ensure all key performance indicators are consistently met and exceeded.
- You actively develop your agents through talent management, monthly 1-2-1’s, Quarterly Reviews and personal development plans.

Skills & Attributes

- Customer service skilled
- The ideal candidate will be comfortable in a fast-paced, multi-tasked, high-energy environment. She or he is a self-starter, capable of working without direct supervision and maintaining high performance in ambiguous situations.
- Analytical Thinking, Coaching, Communication, Continuous Learning, Customer Focus, Information Monitoring, Planning & Organizing, Ability to work under Pressure
- Team leadership and people development
- Proven background of quality related analysis, with ability to draw conclusions and recommend improvement initiatives
- Good project management skills and experience
- Ability to deep dive/analyze customer related data and draw conclusions leading to improvement initiative recommendations
- Superior judgment, diplomacy and tact
- Demonstrated ability to drive process changes and improvements
- Exceptional written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive, external partners).
- Goal driven, target orientated, able to step back and look at the bigger picture.
- Experience in writing documentation and standard operating procedures
- Demonstrable proficiency of Microsoft Office including Excel, Share Point, Word and Power Point.
- Professional approach to working with colleagues at all levels – Team Leads, Team Managers, Remote Mentors, Training Team, Support Service Teams and Global CS Teams
- Ability to communicate effectively across a multitude of platforms with team members excellent planning and organizational skills.
- Motivated to work on own initiative.
- Excellent interpersonal and communication skills.
- Proven ability to make and implement decisions.
- Proven ability to influence change at all levels as appropriate.
- Accuracy and Variances
- Attendance and Adherence

Qualifications and Experience

- Must be able to communicate proficiently in Dutch
- Matric/ Equivalent (Essential)
- Leadership experience within BPO 1 year +(Essential)
- Customer Service experience (Essential)
- management qualifications (Advantage)
- BPO background (Essential)

Job Types: Full-time, Permanent
Pay: Up to R45 000,00 per month
Application Question(s):

- Are you able to communicate proficiently in Dutch?

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