Call Centre Team Leader

1 week ago

Northern Suburbs, South Africa Flash Full time

**Responsibilities**:

- Daily / Weekly / Monthly reporting
- Major outages affecting the contact centre
- Identify operational issues and investigate, implement, and track improvements.
- Manage the daily operations of the team including punctuality, response times issues, outages on the desk.
- Take calls that agents can’t handle and be available when agents appear to need assistance / coach for future calls.
- Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, Non-Adherence and SLA, etc.
- Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
- Motivate and encourage agents through positive communication and feedback.
- Having “morning huddles” to make sure that your team know what their objectives are for the day.
- Have regular one on one and feedback sessions with the team; escalate any performance issues to the Department Manager for further action.
- Give input into training and development plans for the team and work closely with the training and QA team.
- Understand all organization’s products, services, procedures, and guidelines and communicate same to all team members.
- Conduct regular review of all call centre agent’s performance and organize training sessions for under performers.
- Submit regular reports to management and seek new ideas and strategies to improve performance at the centre.
- Keep up with trends and happenings in the industry and ensuring adherence to industry standards.
- Ensure that Traders are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times.
- Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
- Identifying and addressing any people issues and being a pillar of support for your team members.
- Assist Management with ad-hoc tasks including projects related to the Contact Centre

**Minimum Requirements**:

- Matric (Tertiary Qualification will be to your advantage)
- Have 2years Leadership/management experience in a similar role.
- Proven customer service management experience (at least 2 years in the call center environment)
- Be computer literate (MS Word & Excel)
- Must have own transport.
- Proven working experience in social media.
- Strong IR process and policy related competence

**Skills**:

- Ability to think creatively & innovatively within area of accountability.

**Attributes**:

- Solution-orientated
- Technical & functional knowledge
- Strong problem solving, organisational and negotiation skills
- Team Player
- Excellent communication and writing skills
- Self -motivated
- Attention to detail
- Results Driven
- Excellent communication and presentation skills
- Strong IR process and policy related competence
- Have strong stakeholder management abilities to engage with support teams
- Have strong influence and motivational abilities
- Have planning and organizing abilities
- Ability to proactively problem solve

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