SASSA - Team coach - Randburg - iSON Xperiences

    iSON Xperiences
    iSON Xperiences Randburg

    2 days ago

    iSON Xperiences background
    Description

    Contact Centre Team Coach

    Based in Randburg.

    The Team Leader is responsible for leading an inbound voice/messaging customer services team and maintaining the quality of service delivered in conjunction with Altron People Solutions customer goals and objectives. The Team Coach also works within all teams of the Contact Centre to ensure the APS Customer Experience is delivered consistently.

    Main Responsibilities include:

    • Leading and managing a team of approximately 20 agents.
    • Coaching and developing agents through regular one-on-one sessions.
    • Managing attendance and leave, updating the matrix accordingly.
    • Motivating and managing agents through various means.
    • Improving quality through call evaluations for each agent on a weekly basis.
    • Ensuring all agents meet basic metrics such as NPS, FCR, and AHT.
    • Setting key performance indicators for agents and reviewing their performance based on KPIs with the Contact Centre Manager.
    • Assisting in agent career development and identifying training needs.
    • Resolving daily queries and promoting service delivery.
    • Compiling reports and reporting on progress.
    • Liaising with the Workforce Management team for effective resource planning.
    • Taking disciplinary measures when necessary.
    • Developing and maintaining descriptive and statistical reporting on a daily, weekly, and monthly basis.
    • Building strong internal and external relationships.
    • Ensuring escalations processes are maintained and new processes are implemented with team buy-in.
    • Previous experience as a Team Leader in a Contact Centre environment (Customer Service/Messaging advantageous).
    • Good performance management experience.
    • Grade 12 Certificate and leadership training.

    PROFESSIONAL AND INTERPERSONAL SKILLS:

    • Excellent communication skills, both oral and written.
    • Demonstrating ability to manage workload and prioritize activities.
    • High level of integrity, professionalism, and trustworthiness.
    • Problem-solving skills.
    • Excellent attention to detail.
    • A successful track record in meeting targets and achieving premium customer service.
    • Positive attitude towards work.
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