M-KOPA Customer Service - Team Coach

The position of the Team Coach is to lead an inbound voice/messaging/email customer services team and to maintain quality of service delivered in conjunction with customer goals and objectives. The Team Coach is also expected to work within all teams of the Contact Centre to ensure that Customer Experience is delivered all the time.

Main Responsibilities will include but will not be limited to:

Leading and managing a team of +- 18 agents
Coaching and developing agents through continuous one-on-one sessions i.e. daily, weekly and monthly
Attendance and leave management process and updating matrix
Manage and motivate agents through different forms
Quality management/improvement through call evaluations for each agent weekly
Ensure that all agents meet agent adherence and reach service levels (Basic Metrics i.e. NPS, FCR and AHT).
Logging and resolving cases on the case management tool.
Set key performance indicators for agents and review agent performance according to KPIâ€™s in conjunction with Contact Centre Manager on a regular basis
Assist in agent career development and identify training needs
Resolve daily queries and promote service delivery
Compile reports and report on progress
Liaise daily with Workforce Management team to ensure effective resource planning.
Taking correct disciplinary measures where necessary
Compilation, development and maintenance of descriptive and statistical reporting on a daily, weekly and monthly basis
Agent utilization monitoring and management of shifts, schedules in conjunction with WFM
Strong internal and external relationship building
Ensure escalations processes are maintained and implementation of new processes with team buy in

Skills and Experience

EXPERIENCE

Team leader experience 1-2 years within a Contact Centre environment
Good performance management experience
Grade 12 Certificate and leadership training
Financial services background

PROFESSIONAL AND INTERPERSONAL SKILLS:

Excellent communication both oral and written
Demonstrate the ability to manage workload and prioritize activities
High level of integrity, professionalism and trustworthiness
Problem solving skills
Excellent Attention to detail
A successful track record in meeting targets and achieving premium customer service
Positive attitude to work.

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