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Team Leader - Call Center

Uitenhage Uitenhage Nelson Mandela Bay, South Africa
Closing date
Jul 14, 2024

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Job Role
Contract Type
Full Time
Reference: PE002498-RW-2Our client based in Port Elizabeth, an authorized Financial Service Provider, is currently looking to employ a Team Leader - Call Center - Drivers Licence.A wonderful career opportunity awaits you.

Tertiary qualification preferable (Sales, HR, Project Management).
Xhosa and English speaking.
3 years call center experience.
Must have a Drivers License.
Team leader experience

Responsibilities and expectations but not limited to:

Logging IT issues and assisting with trouble shooting.
Reporting on absenteeism, productivity, sales results and coaching sessions conducted.
Ensure all agents compliance to the disciplinary code and procedures.
Supervise and monitor agents within your team.
Motivate and inspire team members to perform their duties and reach targets.
Recognize and celebrate team and individual accomplishments and exceptional performance.
Organize and facilitate team meetings.
Performance management and conduct performance reviews.
Call evaluations and follow up coaching.
QA investigations and feedback to agents and Manager - including communication to training department.
Assist with referring agents for training when necessary.
Leads verification, management and generation.
All agents to be coached - but lower performing agents to be prioritized.
All coaching documents must be brought into the team review. An action plan per nonperforming agent must also be brought into review. All required disciplinary documents and coaching documents to be approved by management.

Reports to be used:

Daily scorecard - look at talk times, volume of calls, all stats, gaps.
Monitor revenue - lower sold plans to be investigated.
Lead management - check quality and who is dispositioning and who is note.
Plan for coaching by using the Qlikview reports, draw up coaching schedule for the week ahead, this must be sent to Management every week.

Please note should you not receive a response within two weeks of applying you may assume that your application was unsuccessful.

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