Team Leader - Gauteng, South Africa - MyCalling

MyCalling

Verified Company

Gauteng, South Africa

4 days ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Team Leader
We are recruiting for a new business operation based in Jhb to service an international client.

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

months Team Leader/Supervisory experience
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

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