Job Purpose The role of the Team Leader is to lead, guide, coach and support the team to achieve the operational outputs. Managing a team of Contact Centre agents in a proactive, visible and participative style. Ensuring that customers are provided the best possible experience through, quality management. Providing full support to the Contact Centre Manager. Principal Accountabilities • Identify, manage, and develop relationships with key partners to meet the objectives and goals of the Company.• Ensure personal conduct is aligned to Company procedures.• In conjunction with HR, drive the recruitment and selection of contact employees to ensure that SLA - Human Resource requirements are met.• Contribute to the implementation of change programmes and projects which impact the Contact Centre.• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.• Produce daily, weekly, and monthly reports and dissemination information to stakeholders.• Ensure service, SLAs and KPIs are continually reviewed and expectations are met with optimum levels of quality and service delivery.• Implement control measures to ensure that the daily enquiries and ticket resolutions are performed according to the SLA.i.e. logged, resolved, outstanding.• Embed a high-performance culture, framework and review the processes to achieve service levels and improvements against set targets (Identifying and instilling best practices, processes and systems and drive a continuously improving environment).• Maintain open and honest channels of communication at all levels across the business to facilitate best-in-class sharing and root cause analysis.• Work with the Resource Planning team to ensure the most effective resource plans are developed and achieved.• Lead and develop the team to ensure consistency in performance, stability, and succession planning.• Ensure that teams provide customers with a friendly, professional, and consistently high-quality service, helping to resolve various queries accurately and timeously.• Arrange activities to actively engage and provide support to the teams to ensure better performance and achievement of SLA standards.• Carry out regular 1-on-1's, developing a culture where training and development are a fundamental part of the team development, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively.• Flexibility to work in line with operational requirements.• Present a professional and favourable image of the business at all times. Job Specific Capabilities and Experience:Matric (Grade 12) Minimum five years working experience in a Contact Centre Proven experience in managing a team of people.Relevant tourism experience Diploma or a degree an added advantage Technical Skills: Proficient in Microsoft OfficeKey Skills and Competencies • Flexibility to work in various shifts • Knowledge about US culture desirable • Empathetic and Emotionally Intelligent • Effective coaching and good communication skills • Time management and strong analytical skills • Meticulous attention to detail • Ability to deal with demanding customers and escalations • Energetic and motivating individual • Teamwork • Adaptable to changing business priorities • Customer Excellence • Developing Self and Others • Attention to detail • Attentive listening • Strong Learning agility • Conflict Management • Decision making and sound judgement • Ability to conduct team meetings • High Level of professionalism Person Profile Strong customer focus Self- motivated and disciplined Ability to work under pressure Ability to communicate at all levels Proven verbal, written and telephonic skills Organised and methodical Team player Must be a role model in the team Self-motivation and the ability to motivate others High degree of flexibility Culturally aware Resilient and pro-active Job Context • International travel may be required. • Required to work on public holidays. • Required to work night shifts.