Creating purposeful careers as we build the future of contact centre solutions
The Team leader will be responsible for achieving daily, monthly, quarterly, and annual goals by driving and motivating the Nightshift team. This is a warm leads campaign for an international campaign, so your ability to work with the team to ensure performance targets are met are crucial for this role. The Team Leader will build direct relationships with the client and will work closely with the team to leverage business resources and maximize revenue opportunities within this campaign.
You will need:
- Matric (Grade 12)
- 2+ years Nightshift experience in a management role.
- Good career track record.
CORE TECHNICAL COMPETENCIES
- Willing to work shifts.
- Willing to work Saturdays and extended hours.
- Ability to manage a team.
- Understanding Call center principles and practices.
- Able to coach and develop subordinates.
- Strong Sales or selling background.
- Proven track record.
- Ability to resolve customer complaints.
- Understanding of HR and IR policies.
- Ability to work in a pressurized environment.
- Technical aptitude.
- Excellent communication skills (written and verbal).
- Ability to handle escalations and take ownership.
- Decision-making ability.
- Manage administration workloads and outbound projects.
- Advantageous:
- Call Centre training & coaching experience.
- Business writing and email etiquette.
- Understanding of website navigation functionalities, technology savvy.
KEY RESPONSIBILITIES
- Driving operational and technological efficiencies within the team.
- Managing daily operations to perform at optimum standards.
- Monitor team members' performance against target on a day-to-day basis and implement changes where appropriate.
- Ensure the individual team member’s service standards are adhered to.
- Effective management and review of Objection handling script.
- Drive quality control and ensure corrective action is taken where required.
- Analyse performance statistics of teams.
- Ensure adherence to the operational policies and procedures.
- Monitor performance on a regular basis and provide constructive feedback.
- Pro-actively encourage high performance.
- Ensure all staff issues are dealt with appropriately and within a timely fashion.
- Ensure all daily, weekly, and monthly workloads are completed.
- Motivating, developing, and retaining staff.
- Identifying staff training needs and planning training sessions.
- Adhering to all HR policies and procedures.
- Conform and adhere to Safety, Health, and Environmental legislative requirements.
- Report any health and safety concerns/incidents in the workplace to the manager or health and safety representative.
- Assist Callforce Direct to establish and maintain a fully compliant Healthy and Safe Work Environment.
- Coaching for performance.
SPECIAL REQUIREMENTS
- Own vehicle or reliable transport.
- Ability to work flexible hours/overtime.
Skills
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