Superb opportunity at large financial services enterprise for an experienced team leader to manage the day-to-day operations of a team of agents, in a manner that is in line with excellent service delivery.

KPI’s:

People Management and performance measurement
Coaching the team to ensure quality delivery
Timely and accurate team communication
Observing and implementing HR policies and procedures
Weekly tracking and updating of agent operational performance files
Mentoring of agents
Timesheet management
Call monitoring and quality control
Team Action Plan feedback, briefing and reporting
Managing operational performance
Resolving all escalated queries
Driving team performance on systems and metrics in accordance to SLA’s

Requirements:

1-3 years minimum call centre Team Leader experience
Exposure to call centre management

Great remuneration package! Salary R12,000-R15,000.