Team Leader - Parow, South Africa - Stowe Holdings (Pty) Ltd.

Stowe Holdings (Pty) Ltd.

Verified Company

Parow, South Africa

3 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Job Purpose
The purpose of the job is to manage a team of agents.

To efficiently allocate incoming requests to the team, prioritizing actions and monitor team resources so that customer deadlines are met.

Key Responsibilities

Policies and Procedures (5%)

Implements, maintains, manages the cascading of and adheres to all relevant Stowe policies & procedures to team members
Report all Health & Safety incidents to the Occupational Health and Safety Officer on site
You may be required to conform the legitimate instruction of any employee in authority over yourself, which is not stipulated in your job description.

Customer Service (18%)
Proactively encourage a customer service focus in the department

Be alert to deteriorating customerservice within the environment and intervene directly or by escalation
Regularly update all customers with progressinformation and estimated times to completion on all escalations.
Manage customer perceptions
Professionally respond to and assist with all customer queries

Operation Management (18%)

Ensure processes and procedures are followed according to agreed service times
To troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term.
Assign calls to appropriate team member according to skills level
Call Allocation
Provide single point of contact for technical escalations and take ownership.
To act as information and skills broker between agents and higher qualified and/or experienced resources
Escalation of problems or breaches of all calls to your manager
Ability to creatively address problems and follow proposed solutions through to completion.
To identify and highlight best practices in support management through continuous assessment.
To communicate and be the focal point for the dissemination of information from management to the team and vice versa

Analysis and Reporting (18%)

Performance Management (18%)

Ensure team performance is in line with client KPI's
Will ensure team perform in line with quality monitoring standards, achieving internal Quality benchmark and Customer metrics
To conduct performance appraisals for the team, identifying weaknesses and offering coaching and mentoring in areas that require it.
To ensure that excellent performance is acknowledged and reasons for success are shared amongst the team to the benefit of all.
Provide quality conformance feedback weekly (but daily monitoring and policing)
Missed SLA processing daily
Respond or manage response to challenges regarding agent performance

Training (13%)

Identify training requirements for team members & escalate to manager
Provide guidance & coaching to team members.
Updating team members with any changes taking place in the Service Desk standards and procedures (new versions, changes, upgrades)
Ensure all technical tips & tricks, 3rd level diagnostics are documented and available
Teamspecific training weekly and as required

Competencies (10%)

Attention to detail
To be efficient with regards to quality of work, completion of tasks, meeting of deadlines and in gaining on the job knowledge

Professionalism

To be loyal, committed, reliable, punctual, creative and innovative
Good Time-Management To be efficient in setting priorities, forward planning, achieving goals, managing duties

Technical skills