Team Leader - Johannesburg, South Africa - MyCalling

MyCalling
MyCalling
Verified Company
Johannesburg, South Africa

1 week ago

Thabo Mthembu

Posted by:

Thabo Mthembu

beBee Recruiter
Description
Team Leader Agents, Gauteng

What you will be doing

  • People Management
  • Coaches the team in order to ensure quality of delivery meets the appropriate standard
  • Measures and manages the team to ensure outofline situations are immediately addressed
  • Communicates information in a timely, accurate and understood manner to all team members
  • Ensure that all Human Resources policies and procedures are observed
  • 2. Communication and Feedback
  • Conduct team briefs as scheduled by the work force management team and inline with the weekly focus agenda set by the Operations Managers
  • Ensure regular feedback is given to Agents with regards to action plans that have been set
  • Ensure all relevant business communications are communicated to the team as and when required
  • 3. Reporting and Administration
  • Sign off Agents timesheets on a weekly basis
  • Track and accurately update operational performance files for Agents on a weekly basis
  • Compiling and sending reports as required by the business for relevant updates
  • 4. Customer Satisfaction
  • 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
  • Drive teams performance on systems and all metrics in accordance to the contractual obligation

Requirements:


  • 1 year Contact Centre experience
months Team Leader/Supervisory experience
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