ROLE SUMMARY The Team Leader is required to oversee the call centre and manage the day-to-day operations while taking responsibility for the ongoing support of the operations to ensure sustained and profitable growth throughout the contractual lifecycle.
The Team Leader will be responsible for managing a team of agents' delivery on targets and identifying areas of improvement within the daily operations to improve efficiencies. It will also be expected that the incumbent coordinates all the Call Centre strategies and operations, improving systems and processes. They will be held accountable for all the Call Centre service level criteria and to ensure effective operations. In addition, they must ensure ongoing optimization of staff performance, workflows, workforce planning, and employee engagement.
Due to the nature of this position the agent must be able to work shifts as this is a 24-hour call centre.
QUALIFICATIONS Minimum: Grade 12 or equivalent NQF level 4 Preferred: Customer Service or Call Centre Qualification Advantageous: B Degree EXPERIENCE 2 years of work experience in a supervisory role RESPONSIBILITIES OPERATIONAL Open all applications necessary and report all the system errors, defects, and problems to the Supervisor prior to the shift start time. Ensure to always meet all deadlines set. Ensure that the Quality Management recommendations are implemented. Maintain 80% service level agreement and maximum 5% abandoned rate on all Inbound telephone lines. Ensure that sufficient staff are on duty and arrange for additional staff, as and when required. Test all phones and systems to ensure it works properly before and after shifts. Escalate any problems to Management or the IT department to resolve. Attend meetings when and where necessary. Continuously monitor that the appropriate assistance is being rendered timeously. Supervise all staff by monitoring agent movement, activity, and productivity on a real-time basis. Monitor staff productivity continuously and ensure that there is enough staff on the floor to deal with all the call volumes and manage staff breaks around the daily requirements of the call centre. Provide support to agents, product information, and problem-solving support when required. Ongoing performance evaluation of staff and monthly performance discussions with all staff to ensure that staff performs at the minimum required level as set out by the Supervisor. Solving staff and client queries. Summarize all complaints and send them to the Complaints Agent to provide formal feedback to the client. Provide feedback to all clients who experienced issues on that day before the close of business and if a query has not been resolved to ensure that it is handed to the shift swap Team Leader / Supervisor and that the client is made aware that the matter is still being addressed. Submit the daily call centre performance report. Validate the client's record. Log all the relevant details accurately and complete all relevant CRM fields based on the client's request and information. Ensure continuity of service delivery by answering all incoming and internally transferred calls timeously and professionally. Effective and professional call attendance within required call duration service level criteria. Analyze the nature of assistance requested or further action required. Explain the benefits and limits applicable. Summarize and collate case-related communications in the case register. Immediately act upon any omissions or service failures identified during the case management. Escalate unresolved complaints to the Supervisor or Manager without delay. Manage client expectations by communicating the workflow effectively. Create an environment that fosters teamwork and cooperation amongst team members. COMPETENCIES Documenting Facts: Communicates well in writing, readily understands the logic behind an argument, and will ensure that all the relevant facts are taken into consideration. Empowering Individuals: Empowering others by motivating, inspiring, and encouraging them. Resolving Conflict: Is comfortable calming upset people; handles angry individuals well; is focused on resolving conflict and arguments. Providing Insights: Very quick at getting to the core of a problem. Will improve things and find ways to improve. Likely to trust own intuition. Understanding People: Good at listening and understanding how others are feeling and why people behave as they do. Is attentive and understands what motivates others. Articulating Information: Presentation oriented, good at explaining things, and confident when meeting new people. Showing Composure: Remains calm and does not get anxious before or during important events. Works well under pressure. Making Decisions: Comfortable making quick decisions, prepared to make big decisions, and taking responsibility. Holds definite opinions on most issues and rarely changes their minds. Directing People: Very likely to take the lead, take control of things, and coordinate people. Taking Action: Takes action to make things happen; uses initiative to start things up; shows drive and invests personal energy.
#J-18808-Ljbffr
