Job Purpose
The role of the Team Leader is to lead, guide, coach and support the team to achieve the
operational outputs. Managing a team of Contact Centre agents in a proactive, visible and
participative style. Ensuring that customers are provided the best possible experience
through, quality management. Providing full support to the Contact Centre Manager.
Principal Accountabilities
• Identify, manage, and develop relationships with key partners to meet the objectives
and goals of the Company.
• Ensure personal conduct is aligned to Company procedures.
• In conjunction with HR, drive the recruitment and selection of contact employees to
ensure that SLA - Human Resource requirements are met.
• Contribute to the implementation of change programmes and projects which impact
the Contact Centre.
• Ensure effective and consistent communication throughout the team, encourage
feedback and customer insight in order to enhance the customer experience.
• Produce daily, weekly, and monthly reports and dissemination information to
stakeholders.
• Ensure service, SLAs and KPIs are continually reviewed and expectations are met with
optimum levels of quality and service delivery.
• Implement control measures to ensure that the daily enquiries and ticket resolutions
are performed according to the SLA.i.e. logged, resolved, outstanding.
• Embed a high-performance culture, framework and review the processes to achieve
service levels and improvements against set targets (Identifying and instilling best
practices, processes and systems and drive a continuously improving environment).
• Maintain open and honest channels of communication at all levels across the business
to facilitate best-in-class sharing and root cause analysis.
• Work with the Resource Planning team to ensure the most effective resource plans
are developed and achieved.
• Lead and develop the team to ensure consistency in performance, stability, and
succession planning.
• Ensure that teams provide customers with a friendly, professional, and consistently
high-quality service, helping to resolve various queries accurately and timeously.
• Arrange activities to actively engage and provide support to the teams to ensure
better performance and achievement of SLA standards.
• Carry out regular 1-on-1’s, developing a culture where training and development are
a fundamental part of the team development, identifying actions and working with
trainers to ensure the skills and knowledge are developed effectively.
• Flexibility to work in line with operational requirements.
• Present a professional and favourable image of the business at all times.
Job Specific Capabilities and Experience:
Matric (Grade 12)
Minimum five years working experience in a Contact Centre
Proven experience in managing a team of people.
Relevant tourism experience
Diploma or a degree an added advantage
Technical Skills:
Proficient in Microsoft Office
Key Skills and Competencies
• Flexibility to work in various shifts
• Knowledge about US culture desirable
• Empathetic and Emotionally Intelligent
• Effective coaching and good communication skills
• Time management and strong analytical skills
• Meticulous attention to detail
• Ability to deal with demanding customers and escalations
• Energetic and motivating individual
• Teamwork
• Adaptable to changing business priorities
• Customer Excellence
• Developing Self and Others
• Attention to detail
• Attentive listening
• Strong Learning agility
• Conflict Management
• Decision making and sound judgement
• Ability to conduct team meetings
• High Level of professionalism
Person Profile
Strong customer focus
Self- motivated and disciplined
Ability to work under pressure
Ability to communicate at all levels
Proven verbal, written and telephonic skills
Organised and methodical
Team player
Must be a role model in the team
Self-motivation and the ability to motivate others
High degree of flexibility
Culturally aware
Resilient and pro-active
Job Context
• International travel may be required.
• Required to work on public holidays.
• Required to work night shifts.
