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    Team Leader - Johannesburg, South Africa - Merchants

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    Permanent
    Description

    Team Leader - Johannesburg

    Are you ready to take the next step in your career?

    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.

    What would make you a good fit for this role?

  • Must be willing and able to work in a shifted environment.
  • Requirements

  • 1 year Call Centre experience
  • 6 – 12 months Team Leader/Supervisory experience
  • 6 – 12 months Team Leader/Supervisory experience
  • Skills

  • Customer service orientation
  • Oral and written communication
  • Planning and organising
  • Problem solving
  • Teamwork
  • Coaching
  • Technical expertise – Call Centre technology
  • Attention to Detail
  • What will you be doing?

    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 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

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