Team Leader - Call Centre

To coordinate the delivery of excellent service through effective leadership and management of Call Centre CSA’s.

Education & Work Experience

• Bachelor’s degree in business administration, Social Sciences or any other relevant field.
  
• Experience in a service driven organization
  
• Customer interface, in person and or via the phone
  
• 2-3 years experience in a call centre environment
  
• Telecommunication Industry trends
  

Manage and report on advisor performance

• Provide coaching and support to advisors ; developing them to ensure that they achieve their full potential
  
• Perform Quality checks and implement measures to improve performance levels and meet objectives
  
• Submit reports on performance of the assigned advisors
  
• Conduct daily huddles before start of the designated shift
  

Implement Contact Centre critical business processes and suggest improvements

• Participate in identification of critical processes, policies and procedures
  
• Communicate and support adherence to the processes, policies and procedures
  

To implement motivational programs to keep morale and retention high

• Recognize the best performing agents in the teams.
  
• Provide feedback on best performers within the team
  

Implementation of the Contact Centre HR operations in respect to advisors’ recruitment, training and discipline.

• Participate in the induction of new advisors
  
• Carry out agent training
  
• Participate in the advisor interview process
  
• Hold agents accountable for non-adherence to polices, processes and procedures
  

Provide feedback on the activities of the key supporting business units (i.e. Workforce, Quality Assurance, CM &T, IT, NOC, Network) to ensure adherence to quality norms

• Collate feedback from agents on welfare and services provided by relevant stakeholders
  
• Escalation of concerns with relevant stakeholders
  
• Participate in Contact Centre special projects as required