Job details
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Job type
Full-time
Location
Cape Town, Western Cape
Full job description
KNOWLEDGE AND SKILLS:
- Proficiency in MS Office
- Good interpersonal & conflict resolution skills
- Good team leadership and people management skills
- Diploma/Degree Advantageous
- Previous Team leader experience within a Contact Centre environment
- BPO Experience Essential
- Telecommunication experience highly advantageous
- Excellent communication both oral and written
Main Responsibilities will include but will not be limited to:
- Leading and managing a team of 15 – 20 agents
- Coaching and developing agents i.e. daily, weekly and monthly
- Total performance management, disciplinary measures, monitoring and driving team targets
- Attendance and leave management process and updating matrix
- Quality management/improvement through call evaluations for each agent weekly
- Provide coaching and feedback to agents weekly
- Ensure that all agents meet agent adherence and reach service levels (Basic Metrics i.e. NPS, FCR and AHT)
- Liaise daily with Workforce Management team to ensure effective planning
- Promote service delivery
- Escalate and manage customer queries as required
- Compilation, development and maintenance of descriptive and statistical reporting on a daily, weekly and monthly basis
- Develop and gain approval of and execution of all deliverables
- Develop, contribute to and maintain the team and Contact Centre’s outputs and KPI’s
- Represent the customer to the rest of the business – Customer Advocate
- Ensure escalations processes are maintained and implementation of new processes with team buy in
Job Type: Full-time
Application Deadline: 2024/11/20
Expected Start Date: 2024/12/01
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