CONTRACT - Team Leader Verfied

Salary Negotiable Not Specified more than 14 days ago 07-07-2017 8:17:52 PM
04-08-2017 8:17:52 PM

We are looking for a professional, High performance individual with sound leadership and communication skills.

Exciting opportunities for a Team Leader has just become available on our new multi-channel campaign.

We are looking for a professional, high performance individual, with sound leadership and problem-solving skills, to lead teams of Customer Service, Back Office and Collections Associates to achieve performance targets, while building a positive, people-focused environment.

Key Responsibilities:

  • Driving Operational Excellence
    • Leading a team of Associates to perform effectively against targets/service level agreements
    • Reviewing and managing each team member’s performance
    • Identifying and communicating barriers to performance/service delivery to the Group Manager
    • Ensuring adherence to Standard Operating Procedures and company policies
  • Team Leadership
    • Having regular Team Meetings, as well as individual Status Sessions with each team member
    • Actively supporting the team to meet their deadlines and targets
    • Driving team-building initiatives and supporting company activities
    • Supporting the team through periods of change
  • Learning & Development
    • Working closely with Operations Support, Training & HR to support the journey of new starters
    • Providing feedback and coaching to ensure that each team member has the skills and competencies to meet their performance targets
    • Ensuring that each team member has a Personal Development Plan 

Working Hours:

  • The campaign’s operational hours are 09h00 – 20h00, Mondays to Saturdays (working hours may include public holidays

Qualifications Required:

  • A Matric/Grade 12 Certificate or equivalent with English and  Maths/Accounting
  • A relevant tertiary qualification (preferably in Business Administration/Management, Engineering, Commerce, Finance and/or Accounting)

Experience, Knowledge, Skills and Attributes Required:

Essential

  • A proven track record of  2-3  years’ management experience in a multi-channel customer service /contact centre environment, preferably dealing with international clients
  • Proficiency in the following Microsoft packages (Word, Excel & Outlook)
  • Sound problem solving and decision-making skills
  • Sound team management & leadership skills
  • Excellent interpersonal and communication skills
  • Strong numerical ability
  • Effective negotiation, influencing and persuasion skills
  • Strong administrative and organisational skills
  • Client-focused
  • Results-driven  team player
  • High attention to detail and accuracy
  • The ability to adapt to change quickly, in a fast-paced environment
  • Prioritise and manage work flow
  • Analyse, validate and interpret data/reports
  • Resolve conflict situations amicably

Ref: CPT001629/YS