Call Centre - Team Leader

Call Centre - Team Leader, warm and friendly Call Centre in Rosebank. In bound, sales. Main Job Function: You will manage and direct call centre agents in achieving their required daily duties. Your role will be to take accountability for Call Centre Agents through daily monitoring, a compilation of reports, and some coaching assisted by a QA. Responsibilities: Running and managing your team daily. Understand the organizations products, services, procedures, and guidelines and communicate the same to team leaders Liaise with QA who monitors all calls to ensure that due procedures and quality standards are strictly adhered to Facilitate and organize training sessions Submit regular reports to management and seek new ideas and strategies to improve the performance Ensure clients are happy and always satisfied by providing prompt responses and solutions to their challenges. Conduct regular review of all Call Centre Agents performance and ensure performance improvement plans are done for underperformers. Ensure that all staff adhere to the weekly performance targets. Monitoring attendance and punctuality daily Reviewing and analysing Agent output Customer service strategy, execution and dispatch management including development of vision, mission and KPIs. Handle customer complaints and ensure customer surveys were returned. Coach the team in order to ensure the quality of delivery meets the appropriate Standard Requirements: 2 years experience as a Team Leader Proficient computer skills including Microsoft Outlook, Word, and Excel or equivalent Google products. Self-driven Positive and energetic Structured and detail orientated. Able to multi-task Relationship building Accountable Must be able to work some weekends