Team Leader - Cape Town, South Africa - CallForce BPO Specialist

CallForce BPO Specialist

Verified Company

Cape Town, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Callforce is an award winning BPO service provider. We have clients in the local and domestic market and offer various call centre solutions. This exciting opportunity is for our USA based client, who specialises in debt management solutions. This is a night shift role.

You will be required to

Drive the achievement of performance targets.
Managing daily operations to perform at optimum standards.
Monitor team members performance against target on a daytoday basis, and implement changes where appropriate
Ensure the individual team member's service standards are adhered to, e.g., meeting, and exceeding targets, team productivity, data conversions, talk time interactions
Effective management and review of Objection handling script.
Drive quality control and ensure corrective action are taken where required
Ensure adherence to the operational policies and procedures
Monitor performance on regular basis and provide constructive feedback
Proactively always encourage high performance
Ensure all staff issues are dealt with appropriately and within a timely fashion
Ensure all daily, weekly, and monthly workloads are completed
Motivating, developing, and retaining staff
Identifying staff training needs and planning of training sessions
Ensure adherence to compliance.