Call Centre Team Leader

5 days ago

Sandton, South Africa Bluespec Holdings Full time

**Main Job Function**:
You will manage and direct call centre agents in achieving their required daily duties.
Your role will be to take accountability for Call Centre Agents through daily monitoring, a compilation of reports, and coaching. You must be willing to take escalations and think creatively to keep customer satisfaction at heart.

**Responsibilities**:

- Running and managing the call centre daily.
- Set targets for all Call Centre Agents
- Schedule and organize shift patterns for agents
- Understand the organization’s products, services, procedures, and guidelines and communicate the same to team leaders
- Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
- Facilitate and organize training sessions for all agents
- Submit regular reports to management and seek new ideas and strategies to improve the performance of the call centre
- Ensure clients are happy and always satisfied by providing prompt responses and solutions to their challenges.
- Keep up with industry trends and happenings and ensure adherence to industry standards.
- Conduct regular review of all Call Centre Agents performance and ensure performance improvement plans are done for underperformers.
- Ensure that all staff adhere to the weekly performance targets.
- Monitoring attendance and punctuality daily
- Reviewing and analysing Agent output
- Customer service strategy, execution and dispatch management including development of vision, mission and KPI’s.
- Handle customer complaints and ensure customer surveys were returned.
- Coach the team in order to ensure the quality of delivery meets the appropriate Standard

**Requirements**:

- 2 years’ experience as a Team Leader
- Higher Certificate/Grade 12
- Proficient computer skills including Microsoft Outlook, Word, and Excel or equivalent Google products.
- Self-driven
- Positive and energetic
- Structured and detail orientated.
- Able to multi-task
- Relationship building
- Accountable
- Must be shift flexible including weekends

**Shift availability**:

- Day Shift (required)
- Night Shift (Required

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