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Team Leader - Cape Town, South Africa - O'Dwyer Personnel

O'Dwyer Personnel

Verified Company

Cape Town, South Africa

4 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Job description

R R24000 Basic + Benefits

Responsibilities:

Manage teams and ensure customer satisfaction, Transaction/Call Monitoring, Quality and ensuring that productivity targets are met
Ability to identify inefficient/ineffective processes and develops recommendations to enhance controls and efficiency
Providing motivation, coaching and feedback to team members to enable them to improve their performance
Provide inputs on process and system to the team
Manage teams and ensure customer satisfaction, Transaction/Call Monitoring, quality and ensuring that productivity targets are met
Motivate team members and control attrition
Complaint and escalation management
Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
Provide coaching and feedback to team members to enable them to improve their performance.
Assist new hires such that they are productive on the floor in the shortest possible time frame
Client Interaction, where required
Daily/Weekly/Monthly
Ensure compliance with internal policies and procedures, external regulations and information security standards.
Collect and provide data required for various audits like GI/Internal Audit
Productivity Improvement and Employee engagement
Client interaction, if required at supervisory level
Ensure compliance with internal policies and procedures, external regulations and information security standards
Management reporting and oversight
Driving Quality initiatives in the process to attain measurable positive results
Maintain process metrics and reporting on a daily, weekly, monthly and quarterly basis
Ensuring accuracy of performance reports and compliance to internal control requirements
Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high performing teams
Establish an environment and work style that promotes the concept of teamwork and professional development
Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed
Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level
Effectively manage queue and balancing of work load.