Team Leader (Call Centre)

SUMMARY:
Leading global BPO client is looking for Team Leaders to join their Durban team.  MUST have international BPO client/campaign experience within the USA market.

This is an exciting opportunity for natural born leaders who embody and value the art of collaboration to join one of our client’s campaigns.

POSITION INFO:
Looking for can-doers with a passion for communication and contagiously positive attitude, who embody our values of commitment and recognition to amplify your team’s strengths.

If you are an exceptional motivator, a problem solver and solution finder then this role is written for you. In this position, you will be responsible for leading and guiding your team toward reaching targets and striving for success.

You will need to be highly organised and an ace when it comes to time management, someone who keeps their cool under pressure and who is able to multitask with flare and ease.
We need people who are results oriented and willing to lead by example through setting high standards.

Responsibilities:

• Ensuring that team members perform in line with required customer service performance metric
• Managing workload in a timely and effective manner
• Analysing customer feedback data
• Pursuing quality and assurance initiatives
• Producing business insights
• Presenting recommendations for improvement
• Motivating and inspiring your team to deliver excellent customer and client satisfaction
• Ensuring financial success of the contact centre by effectively optimising revenue and maximising company profitability through effective customer interactions and the successful delivery of KPIs
• Getting the best out of each individual and creating a positive environment by regularly providing positive praise and recognition of individual and team success
• Encouraging team working and conducting side-by-side coaching
• Supporting the welfare of your colleagues by identifying any individual and team challenges whilst also challenging any inappropriate behaviour or conducting investigation into issues and managing appropriately

• Minimum 12 months’ experience as a successful Team Leader
• Excellent verbal and written communication, listening, interpersonal, coaching, influencing, organisational, time management, problem solving, decision making and team management skills
• Results focused and committed to the values surrounding outstanding service delivery through effective people management
• Ability to work shifts on rotation
• Genuine love for helping and motivating others
• Ability to identify problems and find solutions by imparting knowledge
• PC literacy, fast typing and experience using appropriate software and systems
• Proven performance record of accomplishment
• Clear credit, criminal and disciplinary record

NB! This job is now closed. You can apply for other jobs by uploading your CV.