Contact Centre Team Leader

SUMMARY:
We’re looking for an experienced Contact Centre Team Leader to jump on board

POSITION INFO:

The role:

We are successful because of the support structures and collective abilities of our people. As a group, we believe our employees are our biggest asset. We value every person who contributes to our success. When Ignition moves forward, so do they.

The Ignition Group is an established business that started in 2002 by 2 brothers with the sole aim of inspiring, leading and creating a business powered by possibility. Any business is only as good as their weakest link and that’s why we only hire individuals that are dynamic forward thinkers!

We believe in growth - not just growth for our clients, but growth for the amazing people that make us who we are. To help accelerate this growth, we’re looking for an experienced Contact Centre Team Leader to jump on board.

The detail:

Management:

• Ensure your team meets their core KPI sales performance and service targets.
• Target setting, call-flow management and interval control, drive and encourage individuals and the whole team, through call and utilisation times using measurement, targets, reward and recognition, feedback and communication.
• Responsible for the day to day management of your team, including the monitoring of shift patterns, time-keeping, absence, and overtime.

Coaching and Developing:

• Coach, mentor and develop your team.
• Foster a culture of continuous improvement by seeking ideas, challenging the status quo, identifying best practice and reviewing departmental processes.
• Establish goals both for your team and for individual employees, and conduct regular performance reviews.
• Identify and address any training that your team require.

Collaboration:

• Actively work with other Team Managers to ensure that all teams are geared towards achieving the success of the campaign.

We''d love to hear from you if?

• You able to travel daily to Umhlanga?
• Do you have a matric qualification?
• Are you target driven and self-managed?
• Do you have a clear criminal record?
• Do you have experience with coaching, developing, and leading Agents?
• Reporting skills – do you know your way around MS. Excel?
• Can you prove a high level of exceeding team KPI’s in previous role?
• Do you understand the importance of good attendance and always being punctual?
• Are you an excellent communicator who can work well under pressure. 

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