Team Leader Customer Service

3 days ago

Umhlanga, South Africa Outworx Full time

**Company Overview**:
Outworx is a leading outsourcing company within the Business Processing sector. We believe in delivering precise, people-centric Contact Centre solutions that are tailor-made to our clients’ specific business process requirements. Our goal is to create a centre of excellence, with a shared vision.

**Qualifications**:
Matric or equivalent NQF Level 4 and above

**Requirements**:

- Experience in the UK customer service industry is preferred.
- Minimum of 2 years prior Team Leader experience from within the BPO sector
- Strong communication skills
- Ability to motivate and drive performance.
- Ability to coach and develop team based on areas of development.
- Strong ethics and ability to comply with UK regulations.
- Fluent in English, both written and verbal
- Proficiency in Microsoft Excel, PowerPoint, and Word, empowering you to navigate the digital landscape effectively.

**Roles and Responsibilities**

**Operational Excellence**:Drive the operational agenda by providing daily direction and communication to Agents, ensuring the attainment of daily and weekly targets.

**Guiding Force**:Provide appropriate direction and facilitate dispute resolution for workplace challenges, fostering a harmonious work environment.

**Performance Maestro**:Maintain service levels, key performance indicators, and performance management, orchestrating a symphony of productivity.

**Metrics Communicator**:Communicate and report precise performance metrics to the respective department manager, enabling informed decisions and continuous improvement.

**Champion of Best Practice**:Advocate and promote 'Best Practice' standards within the team, inspiring a culture of continuous improvement and excellence.

**Nurturer of Talent**:Provide essential feedback, coaching, training, and development to enhance productivity, quality, and overall work standards.

**Discipline and Conduct**:Respond appropriately to discipline issues, maintaining a standard of conduct that aligns with our values and expectations.

**Positive Work Environment Creator**:Create and sustain a high-quality work environment that motivates team members, fostering engagement and transparency rooted in integrity.

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