Team Leader Contact Centre Midrand - South Africa
Amasiko Group
To manage and lead the Contact Centre Team, communicating organizational goals, safety practices, and deadlines. The role involves motivating team members, assessing performance, participating in hiring and training, and keeping management updated on team performance. Operations: Monitor inbound and outbound calls and email responses Provide actionable data to internal support groups Analyze statistics to determine customer service levels Use quality monitoring data management systems Monitor customer queries/complaints and ensure timely closure Ensure adherence to stipulated SLAs Performance Monitoring: Ensure correct procedures for logging calls Assess quality of contact centre staff performance Coordinate call calibration sessions Analyze customer service levels Take corrective action to rectify deficiencies People Management: Manage and lead the Contact Centre team Identify areas of development Coach and manage individual/team performance Reporting: Monitor daily helpdesk reports Provide trend data analysis to team and management Minimum Requirements: Education: National Diploma in Business Studies, Consumer Studies, Management Studies, Marketing, or relevant equivalent qualification Ideal Qualification: A relevant 3-year Degree in Business Studies, Consumer Studies, Management Studies, Marketing, Public Relations, or a relevant equivalent qualification Experience: 3-5 years experience in Call Centre or Customer Relationship Management
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