Team Leader

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: 1^st 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