Team Leader

5 days ago

Cape Town, South Africa O'Dwyer Personnel Full time

R18000 - R21000 Basic + Benefits

**Responsibilities**:

- Manage teams and ensure customer satisfaction, Transaction/Call Monitoring, Quality and ensuring that productivity targets are met
- Ability to identify inefficient/ineffective processes and develops recommendations to enhance controls and efficiency
- Providing motivation, coaching and feedback to team members to enable them to improve their performance
- Provide inputs on process and system to the team
- Manage teams and ensure customer satisfaction, Transaction/Call Monitoring, quality and ensuring that productivity targets are met
- Motivate team members and control attrition
- Complaint and escalation management
- Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
- Provide coaching and feedback to team members to enable them to improve their performance.
- Assist new hires such that they are productive on the floor in the shortest possible time frame
- Client Interaction, where required - Daily/Weekly/Monthly
- Ensure compliance with internal policies and procedures, external regulations and information security standards.
- Collect and provide data required for various audits like GI/Internal Audit
- Productivity Improvement and Employee engagement
- Client interaction, if required at supervisory level
- Ensure compliance with internal policies and procedures, external regulations and information security standards
- Management reporting and oversight
- Driving Quality initiatives in the process to attain measurable positive results
- Maintain process metrics and reporting on a daily, weekly, monthly and quarterly basis
- Ensuring accuracy of performance reports and compliance to internal control requirements
- Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high performing teams
- Establish an environment and work style that promotes the concept of teamwork and professional development
- Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed
- Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level
- Effectively manage queue and balancing of work load.

**Requirements**:

- Matric
- Minimum of 2 years in the BPO industry
- 1 Year insurance / Financial services experience essential
- 3 years team leader experience essential
- Credit and crim clear (non negotiable)
- Ability to work US shifts (14h00 - 01h00)

**Job Type**: Permanent

**Salary**: R18,000.00 - R22,000.00 per month

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