Contact Centre Team Leader

1 day ago

Johannesburg, South Africa PG Glass Full time

**Main job purpose**

Manage, coach and mentor agents and teams of agents to ensure achievement of set, communicated and tracked key performance indicators and behavioural standards of engagement towards achieving and exceeding company objectives

**Main Objective**

Ensure agent and team achievement against set KPI targets through effective performance tracking coaching and performance management towards an exceptional customer experience and achievement of objectives.

Ensure quality standards are strictly adhered to, in line with the Contact Centre quality framework and arrange training and coaching when required.

Submit regular, timeous and accurate reports to management to track performance and seek new ideas and strategies to improve performance and customer experience at the Contact Centre

Train, develop and coach agents, based on identified business training needs to equip them with the necessary knowledge, skills and abilities to deliver a low effort customer experience, whilst complying to standards and processes.

Analyse customer complaints related to incorrect part identification, and in conjunction with the parts specialist, provide requisite corrective action training to agents in order to improve and minimise risk to Business and promote first call resolution with exceptional customer service.

Ensure staff are effectively managed, motivated and held accountable through performance management feedback mechanisms and disciplinary procedures, and that employees are developed and mentored through standard PG processes to be the best and to give the best.

**Critical job requirements**

**Qualification(s)**
- Grade 12
- Supervisory Management Diploma/Certificate

**Knowledge**
- National Deals
- DPS
- Effective Team Management
- Product Knowledge (Building and Automotive)

**Skills**
- Customer Relationship Management
- Business Acumen

**Experience**
- 4 years overall experience required for the role.
- 2 years of the overall experience should be as a second in charge (2IC) to a Team Leader

**Job Type**: Permanent

  • Team Leader

    1 week ago

    Johannesburg, South Africa Talent Evolution Full time

    The Sales Contact Centre Team Leader's primary objective is to lead and manage a team of agents to maximise revenue opportunities and exceed sales targets. The role combines management, selling, coaching and leadership activities to enable the sales team to achieve their assigned targets. Operationally, the Team Leader is responsible for driving the...

  • Contact Centre Team Lead

    1 day ago

    Johannesburg, South Africa Cortez Executive Search (Pty) Ltd Full time

    The role of the Team Leader is to lead, guide, coach and support the team to achieve the operational outputs. Managing a team of Contact Centre agents in a proactive, visible and participative style. Ensuring that customers are provided the best possible experience through, quality management. Providing full support to the Contact Centre Manager.Principal...

  • Contact Centre Manager

    2 weeks ago

    Johannesburg, South Africa Educor Full time

    **Contact Centre Manager (JB1538)**: Woodmead, Johannesburg, Gauteng - Customer Service **Contact Centre Manager (JB1538)** **Woodmead, Sandton** **Market Related** Aligned to the Institution’s vision and strategy to deliver an end-to-end seamless customer service to our student body, the Contact Centre Manager provides operational, technical and...

  • Contact Centre Manager

    1 day ago

    Johannesburg, South Africa Cortez Executive Search (Pty) Ltd Full time

    Responsible for planning, developing, and managing the overall Contact Centre strategy. Including resource planning such as labour force and management of the Contact Centre. Tracking, measuring, and reporting of the overall Contact Centre productivity and efficiency. Ensure that the corporate standard service levels met and maintained. To monitor...

  • Contact Centre Manager

    5 days ago

    Johannesburg, Gauteng, South Africa Computershare South Africa Full time R90 000 - R120 000 per year

    JOB DESCRIPTIONJohannesburg – HybridIn this position, you'll be based in the Johannesburg office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at .We give you a world of potentialReporting to the Regional Manager for Contact Centre, the role manages...

  • Contact Centre Manager

    5 days ago

    Johannesburg, Gauteng, South Africa Computershare Full time R250 000 - R500 000 per year

    Job DescriptionJohannesburg - HybridIn this position, you'll be based in the Johannesburg office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at We give you a world of potentialReporting to the Regional Manager for Contact Centre, the role manages the...

  • Contact Centre Manager

    1 week ago

    Johannesburg, Gauteng, South Africa Computershare Full time R500 000 - R750 000 per year

    Johannesburg – HybridIn this position, you'll be based in the Johannesburg office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at   We give you a world of potentialReporting to the Regional Manager for Contact Centre, the role manages the...

  • Contact Centre Manager

    4 weeks ago

    Johannesburg, South Africa Computershare South Africa Full time

    Contact Centre Manager Computershare South Africa Johannesburg – Hybrid Job Description In this position, you’ll be based in the Johannesburg office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex. Reporting to the Regional...

  • Sales and Service Contact Centre Manager

    7 days ago

    Johannesburg, South Africa South Point Management Service (Pty) Ltd. Full time

    **POSITION **:Sales and Service Contact Centre Manager** **Location **:Braamfontein** **Department **:Contact Centre** **Reporting to **:Business Unit Head** **Mission of South Point** South Point Management’s mission is to be a **_leading _**provider of **_clean, convenient, safe_** and **_affordable student _**accommodation **_nationally_**. We...

  • Call Centre Team Leader

    5 days ago

    Johannesburg, South Africa I-talk Full time

    A well-established company based in Randburg require a self-motivated, target driven individual to join our call Centre as a Team Leader, to manage a team of 10-15 call centre agents. All applicants must have previous outbound call centre experience. As a Team Leader you must be able to support your Team. The Team Leader will be responsible for all success...