NB: Must be able to communicate proficiently in Dutch
Job Overview
The successful applicant will be responsible for directly managing and developing a team to efficiently and effectively achieve business and campaign objectives, ensuring quality standards are adhered to at all times.
Main Responsibilities (but not limited to)
Evaluate prior day/week/month performance reports.
Follow up with and track agents with performance issues.
Conduct daily meetings with the team to discuss actual results versus goals, identifying agent outliers.
Establish daily priorities and review execution of process-level plans, calling meetings as needed for real-time adjustments.
Facilitate agent development while maintaining the "80/20" rule.
Identify and nurture agents' strengths and weaknesses to create an effective and sustainable team, ensuring key performance indicators are consistently met and exceeded.
Develop agents through talent management, monthly 1-2-1's, Quarterly Reviews, and personal development plans.
Skills & Attributes
Customer service skills.
Comfortable in a fast-paced, multi-tasked, high-energy environment; self-starter capable of working without direct supervision.
Analytical Thinking, Coaching, Communication, Continuous Learning, Customer Focus, Information Monitoring, Planning & Organizing, Ability to work under Pressure.
Team leadership and people development.
Proven background in quality-related analysis with ability to draw conclusions and recommend improvement initiatives.
Good project management skills and experience.
Ability to analyze customer-related data and recommend improvement initiatives.
Superior judgment, diplomacy, and tact.
Demonstrated ability to drive process changes and improvements.
Exceptional written and oral communication skills across all levels of the organization.
Goal-driven, target-oriented, able to see the bigger picture.
Experience in writing documentation and standard operating procedures.
Proficient in Microsoft Office including Excel, SharePoint, Word, and PowerPoint.
Professional approach to working with colleagues at all levels.
Ability to communicate effectively across various platforms with excellent planning and organizational skills.
Motivated to work on own initiative.
Excellent interpersonal and communication skills.
Proven ability to make and implement decisions.
Proven ability to influence change at all levels.
Accuracy and Variances.
Attendance and Adherence.
Qualifications and Experience
Must be able to communicate proficiently in Dutch.
Matric/Equivalent (Essential).
Leadership experience within BPO (1 year + Essential).
Customer Service experience (Essential).
Management qualifications (Advantage).
BPO background (Essential).
Job Types: Full-time, Permanent
Pay: Up to R45000,00 per month
Application Question: Are you able to communicate proficiently in Dutch?
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