Kura Coach - Mount Edgecombe, South Africa - Kura (SA)

Kura (SA)
Kura (SA)
Verified Company
Mount Edgecombe, South Africa

1 week ago

Thabo Mthembu

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Thabo Mthembu

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Description

This is a permanent full-time role as a Kura Coach (Team Leader) in our Mount Edgecombe, South Africa office.


If you have experience leading, developing and motivating a team of advisors to provide superior service individually and collectively, whilst ensuring delivery on KPI's than this is the role for you.


Duties & Responsibilities


Lead, motivate and engage a team of advisors, enabling and empowering them to deliver a superior level of service and achieving project KPIs.


  • Management of performance on a individual and team level via:
  • Consistent coaching, call monitoring and feedback.
Completion of one-to-one reviews
Regular team meeting and briefs
Ensuring all individual agents understand KPI's, goals and objections and how to achieve and maintain these.
Reward good performance.
Address under performance in a timely and appropriate manner through improvement plans and/or disciplinary procedures (in conjunction with Human Resources)
Analyse and act upon Employee Engagement feedback to maximise team productivity and motivation. Minimise absence and Attrition.

  • Complete a certain amount of hours of dialling per week to ensure knowledge and processes are up to date.
  • Analyse, interpret, present and act upon complex data maximising MI reporting systems and proactively drive and achieve teams targets.
  • Manage absence to a high degree of detail and ensure that adequate support and or disciplinary action is taken (in conjunction with Human Resources and company policies)
  • Handle customer complaints escalated from advisors ensuring superior customer experience is achieved.
  • Perform additional duties as direct by your Customer Experience Leader

Desired Experience & Qualification

  • Outbound and/or inbound contact center team management
  • Effective leadership through team building and development
  • KPI management and proven track record of achievement
  • Leadership qualities and behaviors which maximize employee engagement
  • Understanding of contact center planning, reporting and real time delivery functions
  • Previous exposure to Client relationships
  • Ability to recruit and create a dynamic and high performing team.

Job Type:
Permanent


Pay:
R12, R16,000.00 per month
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