Team Leader

1 day ago

Parktown, South Africa MyCalling Full time

**Are you ready to take the next step in your career?**

**What would make you a good fit for this role?**

Must be willing and able to work in a shifted environment

**What you'll be doing;**

The purpose of this role is to ensure the day to day management of a team of Agents, in a manner that is in line with excellent service delivery to meet the client’s contractual obligations.
- 1. People Management
- Coaches the team in order to ensure quality of delivery meets the appropriate standard
- Measures and manages the team to ensure out-of-line situations are immediately addressed
- Communicates information in a timely, accurate and understood manner to all team members
- Ensure that all Human Resources policies and procedures are observed
- 2. Communication and Feedback
- Conduct team briefs as scheduled by the work force management team and inline with the weekly focus agenda set by the Operations Managers
- Ensure regular feedback is given to Agents with regards to action plans that have been set
- Ensure all relevant business communications are communicated to the team as and when required
- 3. Reporting and Administration
- Sign off Agents timesheets on a weekly basis
- Track and accurately update operational performance files for Agents on a weekly basis
- Compiling and sending reports as required by the business for relevant updates
- 4. Customer Satisfaction
- Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback
- Work to resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate
- Drive teams performance on systems and all metrics in accordance to the contractual obligation.

**Knowledge**
- 1 year Call Centre experience
- 6 - 12 months Team Leader/Supervisory experience

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