ZAFRA South Africa is looking for a Team Leader, who will be responsible for managing a team of call centre agents, calling into the UK consumers and businesses.
The team would typically consist of 8-12 agents, and you will be helping them meet targets while reviewing performance and coaching.
A full list of duties, including ensuring that agents adhere to company polices like attendance, is listed below.
Responsibilities:
Work closely with the team, motivating and coaching
Hosting 1-2-1's and team meetings
Working closely with ZAFRA UK QA an account management team
Reporting to the ZAFRA UK manager
Manage day-to-day line activities, prioritise and make impact assessments within existing processes and procedures towards achieving SLAs
Ensure training and development plans are maintained for all team members
Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
Manage the fair and consistent application of performance management and disciplinary measures as necessary
Support the Operations Director to highlight operational challenges and areas for improvement
Lead and inspire a team of sales and lead generation agents to deliver excellent levels of individual/team performance and customer satisfaction
Support the ZAFRA UK account management team to deliver business targets and objectives and create a performance orientated culture
Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
Work with the ZAFRA UK and SA management team to identify and deliver positive change and business efficiencies
Deliver the allocated part of the operation within agreed budgets, service levels and business targets
Escalate any appropriate problems to senior management
Support the Senior Manager to highlight operational risks and areas for improvement
Required Skills and Experience:
Team management experience
Coaching and communication skills
Minimum of 2 years' experience within a contact centre environment as a Team Manager
Experience within customer services
Excellent leadership and communication skills
Strong coaching and people-development skills through call listening, quality feedback, etc.
Ability to deal with demanding customers and escalations
Energetic and motivating individual
Creative thinking
Cloud CRM and Dialler Systems
Microsoft Office Applications
Job Type: Full-time
Pay: R5000,00 - R10000,00 per month
Experience:
Team Leader: 2 years (Required)
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