We are based in Century City Cape Town and are looking to hire dynamic Contact Centre Team Leaders to join our 24/7 vibrant
Position: Team Leader
Hours of work: 24/7 rotational shifts
Salary: R15,000 - R 19,000pm
Start date: 1st December 2022
Key Skills, Qualifications and Attributes Required
- Matric
- Minimum of 3 years managerial experience
- Managerial Diploma/Degree advantageous
- Advanced Computer Literacy
- Knowledge and Experience of Customer Service and Contact Centre concepts
- Competent in managing self within time through constant change and meeting business areas requirements
- Ability to build strong working relationships between various departments and your team
- Managing Customer Service Advisors and to ensure that all deliverables are met, including performance management and coaching to develop and evaluate your team
- Proactively manage, lead, coordinate and develop quality and coaching interventions to ensure productivity and scheduling are managed effectively
- Competent in analyzing data and compiling reports
- Attention to detail
- Excellent interpersonal and verbal/written communication skills
- Good people management skills
- Conflict resolution skills
- Problem solving skills
- Process minded / Analytical Skills Required
- Must be driven / Self-motivated
- Ability to work on a 24/7 shift rotation
Key Accountability
- To actively manage and support agents to enable them to do their jobs, through constant feedback, coaching and performance management
- Manage, alongside the Team Manager, the day-to-day operations of assigned team activity including performance by delivering exceptional operational performance and meeting/exceeding all operational targets/SLA s
- Managing our people to ensure agents can do their work
- Be a role model and set an example in line with Collinson South Africa s desired standards of conduct, leadership, integrity, and professionalism always
- Managing adherence and attendance issues within team
- To demonstrate effective Grown Up Management at all times
- To act in any other capacity as instructed by senior management
Key Performance Indicators
- All operational targets need to be achieved in line with Client SLA, as directed by the Team Manager and/or Operations Manager
- Ensuring all escalations and queries are dealt with and handled in a timely manner and within agreed SLA
- Ensure that performance management takes place on agent level according to Collinson South Africa guidelines
- Completing weekly/monthly GUS audits, and procedural checks as directed by the Team Manager and/or Operations Manager
- Ensure that all staff reach set KPIs (Daily, Weekly and Monthly)
- Escalating daily interruptions to the Team Manager and/or Operations Manager
- Actively support, lead, and develop the team through ongoing feedback to agents
- Consistent feedback and liaison with Performance Coach re agent development
- Further systems and product development for agents
- Recognizing and highlighting agent development to the Performance Coach / Team Manager
- Resolve escalated customer complaints and queries, in conjunction with the process from the Team Manager and/or client, with support from Operations Manager as required
- Convene regular meetings with the team and management to discuss and resolve issues or brief and update employees on any new developments as directed by the Team Manager
- Practice a healthy meeting protocol, , agenda, minutes and ensure that allocated actions are followed up
- Conduct effective 1:1 PEP sessions as directed by the Team Manager, with feedback and support from the Performance Coach
- Maintain a consistent quality score across the team in accordance with the targets set
- Ensure that consistent communication takes place within the team
- Ensure that all Collinson South Africa policies and procedures are adhered to