Team Leader (Call Centre)

Recruiter:

TalentLink

Job Ref:

413117782

Date posted:

Friday, July 8, 2022

Location:

Johannesburg, South Africa

SUMMARY:
-

JOB DESCRIPTION:

Management of student advisors.
Ensuring targets are met.
Managing performance and activities against these targets.
Planning areas of improvement and development.
Ensuring all incoming enquiries are actioned within the prescribed timelines
Monitor, analyze and plan improvements of team performance.
Able to train, coach and mentor your team and potentially other team members in the business.
Effectively performance manage the team when required, which includes both informal and formal methods of performance management.
Monitoring random customer engagements to improve quality, minimize errors and track operative performance
Reviewing the performance of staff, identifying training needs and planning training sessions.
Ensuring the delivery of high standards of service to customers.
Ensuring that you are able to handle the most complex customer complaints or enquiries in a calm, solution driven manner.
Ensuring that the sales team have the knowledge and skills to answer customers enquiries, as well as when to request for support or escalate problems quickly and effectively.
Recruiting, training, managing and monitoring agents so that they have the skills and knowledge to meet customer service or outbound sales objectives
Training programs to ensure that agents have good product and service knowledge, as well as customer handling skills

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