On offer - Basic of R6 500, with commission you will averageR15 000 per month
Main Job Function:
You will manage and direct sales call centre agents in achieving their required daily duties (NB: No hunting, all inbound)
Your role will be to take accountability for Call Centre Agents through daily monitoring, a compilation of reports, and coaching.
You must be willing to take escalations and think creatively to keep customer satisfaction at heart.
Responsibilities:
Running and managing the call centre daily.
Set targets for all Call Centre Agents
Schedule and organize shift patterns for agents
Understand the organization's products, services, procedures, and guidelines and communicate the same to team leaders
Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
Facilitate and organize training sessions for all agents
Submit regular reports to management and seek new ideas and strategies to improve the performance of the call centre
Ensure clients are happy and always satisfied by providing prompt responses and solutions to their challenges.
Keep up with industry trends and happenings and ensure adherence to industry standards.
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 KPI's.
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
Higher Certificate/Grade 12
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 shift flexible including weekends