The purpose of this job will be to manage a team of Consultants to achieve operational and performance targets, to ensure a professional company image is at all times portrayed by all Call Centre Consultants. Our new call centre, located five minutes away from Kuilsriver Station, provides an opportunity to work in a brand new building with state of the art modern facilities.

Key Performance Area's:

1. Coaching and mentoring of Team: Monitor attendance of training interventions. Identification of training and development needs and feedback to CC Managers
2. Team administration: Active involvement with employee life cycle including conducting probation reviews, BTW interviews, leave approval and exit interviews.
3. Workforce Optimization Administration: Ensure compliance to the WFO SOP’s. Accurate and timeous input and escalation.
4. Team work planning and priority setting: Monitor real-time BI reports of QA team. Manage the workload within the team.
5. Team operational performance, monitoring and reporting: Accurate interpretation and reporting of team KPI’s.
6. Resourcing, capacity (people / infrastructure / systems), optimisation and utilisation: Ensure that the team has the resources and tools to perform what is expected of them. Communicate roles and responsibilities to team.
7. Business processes, methodologies, systems, standards, policies and procedures: Implement and monitor systems, processes and SOP’s.
8. (Escalated) Problem solving and decision effectiveness: Resolve team issues and problems timeously and within SLA requirements.
9. Monitor and report: Monitor BI Reports and report on team operational performance.
10. Risk management & compliance: Escalate risk compliance matters and implement mitigation plans timeously.
11. Selection and staffing, succession, bench strength: Build an effective team through selection of the right team members by attending interviews.
12. Development / coaching of technical skills; facilitation of other relevant external interventions; facilitates knowledge sharing: Conduct QA calibration. Accurate interpretation of consultants QA feedback reports.

Minimum Requirements:

Matric
3-5 years’ call centre experience
At least 2 years’ experience in a supervisory capacity, e.g. working as a team leader or 2IC managing a call centre team of at least 15-20 consultants
The following languages: SeSotho, Setswana, Sepedi, Siswati, Venda, Xitsonga, Ndebele, English will be advantageous
MS Office, team management, basic knowledge of call centre operations.