M-KOPA Customer Service - Team Coach The position of the Team Coach is to lead an inbound voice/messaging/email customer services team and to maintain quality of service delivered in conjunction with customer goals and objectives.
The Team Coach is also expected to work within all teams of the Contact Centre to ensure that Customer Experience is delivered all the time.
Main Responsibilities will include but will not be limited to: Leading and managing a team of +- 18 agentsCoaching and developing agents through continuous one-on-one sessions i.e.
daily, weekly and monthlyAttendance and leave management process and updating matrixManage and motivate agents through different formsQuality management/improvement through call evaluations for each agent weeklyEnsure that all agents meet agent adherence and reach service levels (Basic Metrics i.e.
NPS, FCR and AHT).Logging and resolving cases on the case management tool.Set key performance indicators for agents and review agent performance according to KPI's in conjunction with Contact Centre Manager on a regular basisAssist in agent career development and identify training needsResolve daily queries and promote service deliveryCompile reports and report on progressLiaise daily with Workforce Management team to ensure effective resource planning.Taking correct disciplinary measures where necessaryCompilation, development and maintenance of descriptive and statistical reporting on a daily, weekly and monthly basisAgent utilization monitoring and management of shifts, schedules in conjunction with WFMStrong internal and external relationship buildingEnsure escalations processes are maintained and implementation of new processes with team buy in Skills and Experience
EXPERIENCE Team leader experience 1-2 years within a Contact Centre environmentGood performance management experienceGrade 12 Certificate and leadership trainingFinancial services backgroundPROFESSIONAL AND INTERPERSONAL SKILLS: Excellent communication both oral and writtenDemonstrate the ability to manage workload and prioritize activitiesHigh level of integrity, professionalism and trustworthinessProblem solving skillsExcellent Attention to detailA successful track record in meeting targets and achieving premium customer servicePositive attitude to work.