Location: Edenvale, Johannesburg Salary: Market-related plus Medical Aid & Pension/Provident Fund (50/50 contribution) JOB DESCRIPTION: The Roadside Team Leader is responsible for providing quality and efficient support/service to agents and customers through the daily management of a team of employees. This includes motivating, recognizing, coaching, counseling, training, and problem-solving. Additionally, the Team Leader will assist the Manager with the development of staff, attendance, reporting, and handling escalations. QUALIFICATIONS AND EXPERIENCE: Grade 12 / Matric 2 3 years of work experience in a similar role Background in Insurance / Motor Industry Computer literate MS Word, Excel, and Outlook (knowledge/experience) EXPERIENCE, KNOWLEDGE, AND SKILLS REQUIRED: Minimum 1 2 years of Roadside Assistance experience Experience in an inbound/outbound call center environment Excellent telephone selling skills with a professional telephone manner, commercial acumen, and the ability to communicate with enthusiasm and drive Excellent communication skills (verbal and written), with a good command of the English language Motor Industry experience would be an advantage Energetic and outgoing personality, able to work well under pressure Fluent in English (other languages would be beneficial) Multi-tasking and excellent time management Strong attention to detail and accuracy Confident and assertive Ability to teach and coach others Punctual and reliable Team Player SPECIFIC ROLE RESPONSIBILITIES: Key Duties / Responsibilities: Provide daily direction and communication to employees so that emergency roadside calls are answered in a timely, efficient, and knowledgeable manner. Evaluate and suggest improvements for processes and procedures to increase operational efficiency and service for both internal and external customers. Provide statistical and performance feedback, and coach team members regularly. Write and administer performance reviews to help employees improve their skills. Ensure employees have the necessary training and resources to perform their jobs effectively. Address employee relations issues as expressed by team members. Foster a high-quality work environment to motivate team members to perform at their highest level. Address disciplinary and performance issues according to The company's policy and report to the Manager. Assist the Manager with the daily operation of the call center. Additional Duties: Other duties and responsibilities may be assigned as required. OTHER REQUIREMENTS: Criminal and credit clear. Reliable transportation or own transport. Proven track record within a Roadside Call Center environment. A background in the motor trade is preferable. Must be able to work shifts.