Contact Centre Team Leader - Inbound

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Minimum experience

Associate

Company primary industry

Automotive

Job functional area

Other

Job Description

The Team leader will be responsible for the management and performance of a team of Inbound Call Centre agents based in both Joburg South and Silver Lakes. The team leader will be based in Joburg South mainly, but traveling to Silver Lakes may be required from time to time. 

Main Responsibilities (including but not limited to): 

  • Achieve daily and monthly abandonment rate target 
  • Drive and achieve all key KPI’s  
  • Coach the agents every day to ensure positive results 
  • Address all misconduct and incapacity related issues within your team  
  • Aim to resolve all matters upon first contact (First call resolution) 
  • Work with team members in order to increase motivation and drive results 
  • Workforce planning  
  • Take any escalated calls from clients and deal with them in a courteous and professional manner 
  • Take responsibility for personal development 
  • Promote service delivery and drive efficiency 
  • Interface with support teams on any problem areas 
  • Manage and track media correspondence within the team (Email, Faxes, Phone calls) 
  • Retain ownership of and manage customer queries within turnaround times 
  • Escalate and manage customer queries as required 
  • Encourage a fun, competitive and productive atmosphere within the team 
  • Capturing information according to set data standards 
  • Conduct Quality Checks to identify areas of improvement and ensure consistency  
  • Listening in on calls to ensure adherence to call quality as well as sales verification 
  • Conduct weekly team meetings to ensure all relevant business communications and action plans are communicated to and understood by the team. 
  • Recording stats, analyze trends and performance levels of the contact centre in relation to the strategic objectives and sales targets and preparing reports on a daily / weekly and monthly basis 
  • Assist with any other adhoc tasks or duties assigned to you by the Contact Centre Manager 

Knowledge and Skills required: 

  • Must have Excel experience 
  • A successful track record in a leading/Supervisory role  
  • 2 years working experience in a supervisory role in an inbound call centre  
  • Attention to detail, organized and pro-active. 
  • A team player with strong motivation to succeed 

Must have's

  • At least Grade 12
  • Great communication skills. Both oral and written. 
  • A valid driver's license
  • Must be completely fluent in Afrikaans and English
  • No criminal record
  • Contactable references

Package includes: 

  • 15 Days Annual Leave
  • Momentum FundsAtWork Provident Fund
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