Team Leader

5 hours ago

Sandton, South Africa J Smith Collier & Associates Full time

Purpose of the position:Contact Centre Team Leader Daily management of the team's operations and escalations. To ensure all tasks are carried out within SLA while adhering to process and procedure. To achieve excellent standards of customer service and satisfaction through effective personal customer relations skills. Lead, coach and motivate a team of Contact Centre advisors to deliver departmental KPI's, targets and objectives. Duties and Responsibilities but not limited to: - Daily / Weekly / Monthly reporting - Punctuality, Phone and CMS SLA - Vendor performance - Major outages affecting the Contact Centre - Identify operational issues and investigate, implement and track improvements. - Prepare and communicate staff roster (Leave, training etc). - Manage the daily operations of the team including punctuality, response times issues, outages on the desk. - Take calls that advisors can't handle and be available when advisors appear to need assistance / coach for future calls. - Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc. - Motivate and encourage agents through positive communication and feedback. - Identifying and addressing any people issues, and being a pillar of support for your team members. - Having "morning huddles" to make sure that your team know what their objectives are for the day. - Draft / review processes and procedures in conjunction with the QA and Trainer - Assist Management with ad-hoc tasks including projects related to the Contact Centre. - Have regular one on one and feedback sessions with the team; escalate any performance issues to the Contact Centre Supervisor for further action. - Give input into training and development plans for the team and work closely with the Contact Centre Trainer and Contact Centre QA. - First point of contact for Contact Centre escalations (non-operational) and 2nd escalation points for Contact Centre (operational). - Will be required to be on Standby and support the team after hours when need - Reporting to: - Contact Centre Supervisor and Contact Centre Manager Department: - Contact Centre Critical competencies: - Relationship building and motivating the team - Open and honest communication with clear goals and expectations. - Developing and coaching the team - Customer focused and service improvement driven. - Excellent time management and able to work under pressure with deadlines - Result driven. - Excellent planning skills and managing different work streams. Qualifications and experience: - Matric - Excel qualification (advantageous). - Minimum 2 years Contact Centre and Client Services experience. - Previous leadership / team management experience.ESSENTIAL - Leadership qualification. Own car and driving licenseAbility to commute/relocate: - Sandton, Gauteng: Reliably commute or planning to relocate before starting work (required)

  • Team Leader

    7 days ago

    Sandton, South Africa Blue Mercury Financial Services Full time

    Blue Mercury is seeking a Team leader. Team leader would be responsible for running a team that will be selling Discovery life. Commission for team leaders is 18500 per month. You responsibility will be to lead a new team due to growth. **Salary**: From R13 000,00 per month **Experience**: - sales: 3 years (required)

  • Sales Team Leader

    1 week ago

    Sandton, South Africa Blue Mercury Financial Services Full time

    Blue Mercury is seeking one team leader and two skilled insurance trainers **( UPDATE ONLY ONE TRAINER POSITION IS LEFT )** **Team leaderS** would be responsible for running. team that will be selling a legacy protection plan for capital legacy, on average capital legacy attracts 6500 new clients per month on this plan and also it covers there will and...

  • French Team Leader

    2 weeks ago

    Sandton, South Africa Merchants Full time

    2 days ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. Are you passionate about leading teams and delivering exceptional customer experiences? We are looking for a dynamic, bilingual (French & English) Team Leader to oversee and support a team of customer service agents in meeting and exceeding client...

  • Production Team Leader

    5 hours ago

    Sandton, South Africa The Legends Agency Full time

    Production Team Leader (Shopfitting) Lead a dynamic production team in a fast-paced, high-quality shopfitting environment Sandton, Johannesburg | R18 000 to R25 000 per month | 8am to 5pm with overtime and occasional weekends About Our Client Our client is a respected and long-standing shopfitting and manufacturing business, recognized for producing...

  • Team Leader Finance

    7 days ago

    Sandton, South Africa Discovery Ltd. Full time

    **Business Unit**:Discovery Health**Function**:Accounting**Date**:4 Oct 2024- Team Leader - Finance- About Discovery Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery....

  • Bilingual French Team Leader

    1 week ago

    Sandton, Gauteng, South Africa 86bc5218-af2f-4ff0-96d3-f235fbbe68c1 Full time R900 000 - R1 200 000 per year

    We're Hiring: Team Leader – Bilingual (French & English)Are you passionate about leading teams and delivering exceptional customer experiences?We are looking for a dynamic, bilingual (French & English) Team Leader to oversee and support a team of customer service agents in meeting and exceeding client expectations.Job PurposeAs a Team Leader, you will...

  • Team Leader Coach

    1 week ago

    Sandton, South Africa Discovery Full time R250 000 - R500 000 per year

    TEAM LEADER COACH- CORPORATE (Secondment)About DiscoveryDiscovery's core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart,...

  • Sales Team Leader

    4 days ago

    Sandton, South Africa CMTrading Full time

    **TITLE: SALES TEAM LEADER** **LOCATION**:(Johannesburg - Sandton, Gauteng) South Africa** Ability to commute/relocate before starting date. **POSTION**: Full Time **WORKING HOURS**: 09:00 am - 18:00 pm (Overtime as necessary) CMTrading, an award-winning, FSCA regulated, and one of the oldest brokerages, is looking to hire a talented **Sales Team...

  • Team Leader for Capital Legacy

    4 days ago

    Sandton, South Africa Blue Mercury Financial Services Full time

    Blue Mercury is seeking a Team leader. Team leader would be responsible for running a team DUTIES AND RESPONSIBILITIES - **Leading and Motivating**: Inspiring and motivating the team to achieve and exceed sales targets. - **Coaching and Development**: Providing guidance, feedback, and training to improve individual and team performance. - **Building...

  • Bilingual French Team Leader

    3 days ago

    Sandton, South Africa Merchants Full time

    Are you passionate about leading teams and delivering exceptional customer experiences? We are looking for a dynamic, bilingual (French & English) Team Leader to oversee and support a team of customer service agents in meeting and exceeding client expectations. Job Purpose As a Team Leader, you will manage a team of Agents, ensuring top-tier service delivery...