Qa Team Leader 3rd Floor, 26 Girton Road, Parktown, Johannesburg, 2193 - Forest Town
Intellibpo
We provide a variety of call centre, customer care, sales, claims, administration and office-based services to international clients across numerous different industries. Our company is owner-managed which ensures that we source only the highest quality staff able to speak English fluently with a neutral accent. Our IT infrastructure ensures that we provide our clients with 24-hour uninterrupted support services. We are looking for a call centre Customer Care and QA Team Leaders to join and leader a team of customer care agents and quality assessor for an international company. Duties: Monitor and Discuss Stats Daily / Weekly / Monthly Monitoring the Floor (Call Centre) Attend Daily / Weekly / Monthly meetings Pull and Monitor Stats Listening to Agent Calls Daily Attend to emails Ensuring that your team adheres to operational procedures Ensuring that targets set for your team are attained Having an organized filing system in place Ensuring constant improvement of productivity in your team Be able to communicate Management Instructions and Discussions Ensuring that your Daily / Weekly / Monthly tasks are done timeously Coaching and Development of Staff Technical Skills: Proficiency in telecom technologies and systems communications, and network infrastructure. Experience with telecom project management and familiarity with relevant tools and methodologies. Strong understanding of telecom regulatory standards and compliance requirements. Knowledge of network design, implementation, and troubleshooting. Leadership skills: · Proven ability to lead and manage a technical team. Excellent interpersonal and communication skills, with the ability to convey complex technical concepts to non-technical stakeholders. Strong organizational and multitasking abilities. Experience in performance management and team development. Additional Req: Strong analytical skills with the ability to assess complex problems and develop effective solutions. Ability to work in a fast-paced and dynamic environment. Willingness to stay updated with the latest industry trends and technologies. Requirements Clear Criminal Record. Passed Matric (60% mark on English, Maths or Maths literacy is compulsory) - Required. Able to speak fluent English with a neutral accent - Required. Live in Joburg CBD, Joburg South or 20 kilometres from our Parktown Office - Required. Computer literate and be able to type at least 35 wpm, with 0 errors. Able to work shifts based on international time zones. 3 -year international call centre Team Leader experience – required. Basic Salary: R13000.00 to R15000.00 Plus incentives.
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