Team Leader - Randburg, South Africa - Benclo

Benclo
Benclo
Verified Company
Randburg, South Africa

1 week ago

Thabo Mthembu

Posted by:

Thabo Mthembu

beBee Recruiter
Description

Detail:


Our client is looking for a passionate and experienced Team Leader who has worked in a Telesales environment to lead a team of inbound and outbound Contact Centre Agents.


Qualifications, Experience and Skills:


  • Grade 12 and further studies in Management and Contact Centre
  • Minimum of 4 years Contact Centre Team Leader experience in Customer Service/Retentions/Sales
  • Minimum of 2 years of experience in leading a telesales team will be advantageous
  • Considerable experience in doing customer insights
  • Analytical and critical skills, problem solving, negotiation and conflict resolution
  • Good time management skills

Responsibilities:


  • Effective management of staff handling inbound and outbound calls in the Contact Centre
  • Implement and manage the Contact Centre strategy
  • Quality Management: Conduct call evaluations and implement intervention strategies to improve quality of service and improve performance
  • Review, drive and manage team performance and focus on building a high performing team
  • Manage adhoc duties and the administration of Key Stakeholder meetings
  • Assist the Voice Team by immediately escalating all technical challenges
  • Able to utilise Contact Centre metrics to improve the Teams productivity and overall performance
  • Able to recruit, motivate, coach, train and develop the Team to operate at an optimal level
  • Able to work and upskill the team to reach the desired levels of competency
  • Able to effectively implement incentives that will drive desired behaviour, increase productivity and team performance
  • The creation of user guides and "Frequently Asked Questions" that will eventually support customers in a fast, effective and efficient manner
  • The provision of tailor made solutions that meet and exceeds customer expectations

_PLEASE SUBMIT YOUR CV IN A WORD FORMAT INCLUDING A PHOTO._

_UNSUITABLE APPLICANTS WILL NOT RECEIVE A RESPONSE._

For more information please contact:
Mike Pocket
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