Manages individuals within a team e.g. call centre agents / consultants within the communication centre. Ensures that the team reaches target by monitoring individual performance on a constant basis. Very knowledgeable on all aspects of the products, processes and systems. Mentors team and gives constant real-time support in terms of query resolution.
What will make you successful in this role?
Qualification and Experience
Diploma with 2 to 3 years experience or Grade 12 with 4 to 5 years related experience.
Knowledge and Skills
- Drive leads and service targets
- Coaching, quality and compliance
- Reporting and communication
- Management of employees
Personal Attributes
- Decision quality - Contributing independently
- Interpersonal savvy - Contributing independently
- Plans and aligns - Contributing independently
- Directs work - Contributing independently
Core Competencies
- Cultivates innovation - Contributing independently
- Customer focus - Contributing independently
- Drives results - Contributing independently
- Collaborates - Contributing independently
- Being resilient - Contributing independently
Turnaround time
The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.
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