Location: Woodstock

About the company:
Our client in the BPO industry is seeking to employ Team Leaders in their Customer Services Department.

Duties Include:
1. 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
2. Communication and Feedback
• Conduct team briefs as scheduled by the work force management team and in line 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
3. 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
4. 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:
• Matric
• Diploma/ BTech Degree preferable, but not required
• 2 years’ call centre experience
• 1 years’ experience in managing a call centre team of at least 20 consultants