Team Leader (Night Shift)
(Commutations, Media and Technology)

Area: Cape Town
Salary: R 500 000 – R 850 000 (depending on qualification & experience).


Job Purpose
Our Client is a leading BPO solution provider specializing in customer experience and customer interactions. They focus on people, process and technology to create exceptional customer experiences. Our service and solutions are built on tried and trusted models, systems and processes that are based on best practice standards. 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.

Requirements:
• Experience in a Customer Service Contact Centre (MUST)
• Experience with customer experience metrics such as NPS/Customer Satisfaction Survey results advantageous
• Minimum 2 years and more leadership experience
• Able to work evening shifts- essential
• The rotation will remain the same, 5 days on, 2 days off.
• Team Leader vacancies are for night shift only.

Duties (overview):
1. People Management:
• Coaches, 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 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

3. Reporting and Administration
• Sign off Agents time sheets 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
• Ensure that all Human Resources policies and procedures are observed
•
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.