Team Leader - Johannesburg, South Africa - Salt Employee Benefits

Salt Employee Benefits Johannesburg, South Africa

Found in: Talent ZA C2 - 2 days ago

Contract

Description

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. Coaches the team in order to ensure quality of delivery meets the appropriate standard. Communicates information in a timely, accurate and understood manner to all team members. Ensure that all Human Resources policies and procedures are observed.

Areas of Responsibilities/Key Activities

Monitor attendance of training interventions. Identification of training and development needs and provide feedback to the Manager.
Provide monthly report and weekly team stats submission
Provident the Manager with a queries spreadsheet on a daily basis before 8h30.
Ensure that Agents achieve a 95% call success rate.
Ensure regular feedback is given to Agents with regards to action plans that have been set.
Track and accurately update operational performance files for Agents on a weekly basis and ensure that daily stats is compiled and submitted to the Manager before 8h00 daily
Assisting the Agents with adhoc activities.
Answer a call within 3 rings.
Draw and maintain a walk-ins report daily and lunch roster to be submitted to the Manager weekly.
Ensure that abandoned calls are returned and listen in on voice calls regularly.
Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback.
Retains ownership where applicable and takes actions to resolve queries and provide customer feedback.

Record Keeping and Filing

Accurate interpretation and reporting of team.
Compiling and sending reports as required by the business for relevant updates

Reporting

Track and accurately update operational performance files for Agents on a weekly basis and ensure that daily stats is compiled and submitted to the Manager before 8h00 daily.

Query resolution

Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback
Work to resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate.

Innovative and Team Player

Drive teams performance on systems and all metrics in accordance to the contractual obligation.
Self motivated.

Relationship Management

Ensure that all Human Resources policies and procedures are observed.
Takes personal responsibility for coaching and mentoring others.

Time Management

Excellent time management.
Flexible and ability to work under pressure and multitask.

Education, Language & Qualifications

Valid Matric certificate
Clear credit and criminal record 2 years' experience within a call center agent
Previous leadership and people management experience would be preferential

Essential Knowledge, skills and Experience

Good knowledge of overall call center processes
Good knowledge of Microsoft Outlook, Word and Excel
Accuracy
Technical skills in the development / coaching of others
Customer-centric approach

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