Purpose To provide quality and efficient service to our clients leading, managing, developing and motivating a team of call centre agents. Responsibilities KRA / Main Outputs and Responsibilities Detailed Description Ensure efficient daily operation of the team against KPI's Drive the operating rhythm by providing daily direction and communication to agents to ensure that daily and weekly targets are met Respond to escalated customer issues from Agents Continually evaluate agent performance and conduct regular quality assurance checks of call and ensure processes and procedures are adhered to. Coach Agents on issues arising during the course of operations and QA sessions. Is available for employees who experience work problems providing appropriate coaching, direction and resolution Respond appropriately to daily discipline issues arising from the team and conduct return to work interviews as required Prepare warnings and communicates effectively with employees on warnings and makes effective / appropriate decisions relative to corrective action as required. Facilitates ongoing team performance improvement Identify and implement methods to improve team operations, efficiency and service to customers and clients. Provide statistical and performance feedback and coaching to each team member as prescribed by the operating rhythm. Ensure employees have access to appropriate training and other resources to perform their jobs. Provide input into work procedures and processes that support the company and departmental procedures. Create and maintain a high-quality work environment so team members are motivated to perform at their highest level. Ensure that the physical working space is conducive to a productive working environment. Provide input into team awards and implement and manage incentive budgets Monitor and plan weekly team performance. Report and monitor daily and weekly on team performance statistics o New hires o Absenteeism o KPI adherence Revise and update plan on a weekly basis to ensure targets are met Compile and /or communicate team resource plan on a monthly basis and monitor adherence thereto Manage physical resources and tools of trade eg seating, headsets Level of Authority • The job holder ensures that the team of agents follow the required instructions, company decision systems, policies and procedures • Any issues falling outside of standard operating practices and procedures are referred to the Operations Manager • Any decision made must be consistent for all team members • Coaching and leadership practices for the team assist in improved performance over an extended period of time. • Effective leadership of the team can lead to lower absenteeism and turnover improving performance. • Planning time frame is typically 1 week to 1 month Size Team Leaders typically manage a team of 12 Agents and operate within a team of 5-7 colleagues Skills and Competencies • People Management Skills; mentor and drive people development; ensure high levels of employee engagement • Strong and adaptable communication skills with the ability to influence and motivate • Active Listening skills • Planning and Organisational Skills; defining performance standards and meeting service levels; manage resources; good time management • Coaching Skills with an even temperament and the ability to give constructive feedback • Good interpersonal skills • Strong analytical abilities; ability to collate, manage and analyse data • Adaptability / Flexibility • Problem solving skills and adept at trouble shooting • Resilient approach and the ability to manage under pressure • Initiative / Proactive attitude • Knowledge of the company disciplinary code and procedures • Financial management; understanding of budgets and working within constraints and consequences of deviations to client relations / service agreements Experience, Knowledge and Qualifications Education (Formal Qualification Required) Grade 12 or equivalent NQF4 level qualification Tertiary education in Sales / Marketing would be ideal Sound knowledge of a CRM system 1-2 years' experience as an Agent 6-12 months' experience as a Team Leader / Manager in a call centre environment Completed the in-house supervisory training programme and product specific training Strong MS Excel and PowerPoint skills Apply Now

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Team Leader Cape Town - Cape Town Region

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