Team Leader - Cape Town, South Africa - Afrizan People Intelligence
Description
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 to meet the client's contractual obligations.
-1. People Management_
- Coaches the team in order to ensure quality of delivery meets the appropriate standard
- Measures and manages the team to ensure outofline 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
- 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.
Job Type:
Permanent
Pay:
From R18,000.00 per month
Application Question(s):
- How many years team leader call centre experience do you have?
- Do you have international team leader call centre experience?
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