The purpose of this role is to ensure the day to day management of a team of Agents, in a manner that is in line with excellent service delivery.

KPI’s:

People Management

Coaches the team in order to ensure quality of delivery meets the appropriate standard
Measures and manages the team to ensure out-of-line situations are immediately addressed
Communicates information in a timely, accurate and understood manner to all team members
Ensure that all Human Resources policies and procedures are observed

Communication and Feedback

Conduct team briefs as scheduled by the work force management team and inline with the weekly focus agenda set by the Operations Managers
Ensure regular feedback is given to Agents with regards to action plans that have been set
Ensure all relevant business communications are communicated to the team as and when required

Reporting and Administration

Sign off Agents timesheets on a weekly basis
Track and accurately update operational performance files for Agents on a weekly basis
Compiling and sending reports as required by the business for relevant updates

Customer Satisfaction

Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback
Work to resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate
Drive teams performance on systems and all metrics in accordance to the contractual obligation.

Requirements:

1-2 years minimum call centre Team Leader experience