Team Leader - Durban CBD

SUMMARY:
Our client, a leader in the BPO space is seeking to employ dynamic and highly skilled Call Centre Team Leader with INTERNATIONAL campaign experience. As a Team Leader you will be directly responsible for the daily performance of your assigned team ensuring that each call exceeds expectation and that targets are met.

POSITION INFO:

RESPONSIBILITIES INCLUDE BUT NOT LIMITED TO:

• Performance at Program Level aligned to client KPI’s.
• Assists the operations managers with the daily operation of the call center to include the development, analyses, and implementation of staffing, training, scheduling and reward/recognition programs.
• Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction, and resolution.
• Handling escalations from the customer.
• Analysis of first-time contact resolution targets & supports teams in achieving targets.
• Support advisors to achieve the productivity and attendance targets
• To achieve the qualitative and quantitative personal goals to contribute to the team and department targets.
• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers.
• Provides statistical and performance feedback and coaching on a regular basis to each team member.
• Conduct Coaching on agents.
• Writes and administers performance reviews for skill improvement.
• Ensures employees have appropriate training and other resources to perform their jobs.
• Responds to and resolves employee relations issues expressed by team members.
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
• Addresses disciplinary and/or performance problems according to company policy.
• Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.
• Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
• Establishes work procedures and processes that support the company and departmental standards, procedures, and strategic directives.
• Uses appropriate judgment in upward communication regarding department or employee concerns.

QUALIFICATION, EXPERIENCE AND SKILLS REQUIRED:

• Minimum Matric (Gr12)
• Do you have a minimum of 2 years successful track record working as a Team Leader in an international BPO? Are you immediately available? Are you able to work shifts (24/7 operation)? Then we would like to hear from you!
• Successful track record in leading and coaching agents within the BPO space working International campaigns
• Working experience with computer (MS Office) and internet (Internet Explorer/Firefox)
• Advanced Computer Literacy
• Experience with customer contacts
• Sense of responsibility
• Independent and customer friendly
• Advanced English Language skills
• Local IR Processes
• Coaching Frameworks SAFE/GROW/SMART
• Proven ability of team development
• Effective change manager with the ability to lead a growing team
• Involved in Ramp of Projects
• Excellent communication skills in English (oral and written)

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