PayJoy Team Coach Contract based in Bryanston Shift environment Monday to Sunday 09:00 am - 18:00 pm / 09:00am - 19:00 pm OVERALL PURPOSE OF JOB:The position of the Customer Service Team leader is to lead an inbound/outbound team within the Operations environment to ensure that all targets are met accordingly, to maintain quality of the service from the agents and to ensure that it gets delivered in conjunction with Isonxperiences customer goals and objectives. The Team Leaders are also expected to work within all teams of the Contact Centre to ensure that the Isonxperiences Customer Experience is delivered all the time every time. A strong focus upon the delivery and achievement of staff satisfaction and customer satisfaction targets are essential.Main Responsibilities will include but will not be limited to:Leading and managing a team of +- 20 agentsCoaching and developing agents through continuous one-on-one sessions i.e. daily, weekly and monthlyTotal performance management, monitoring and driving team targetsAttendance and leave management process and updating matrixManage and motivate agents through different formsQuality management/improvement through call evaluations for each agent weeklyProvide coaching and feedback to agents weeklyEnsure that all agents meet agent adherence and reach service levels (Basic Metrics i.e. NPS, FCR and AHT).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 developmentResolve daily queriesCompile reports and report on progressLiaise daily with Workforce Management team to ensure effective resource planning.Taking correct disciplinary measures where necessaryAssess and identify training needsPromote service deliveryEscalate and manage customer queries as requiredCoach staff on BTG/BPS policies and proceduresCompilation, development and maintenance of descriptive and statistical reporting on a daily, weekly and monthly basisDevelop and gain approval of and execution of all deliverablesDevelop, contribute to and maintain the team and Contact Centre's outputs and KPI'sStrong internal and external relationship buildingRepresent the customer to the rest of the business – Customer AdvocateExcellent communication both oral and writtenEnsure escalations processes are maintained and implementation of new processes with team buy inBe proactive with own development using available learning resources on a daily basis. KNOWLEDGE AND SKILLS:Proficiency in MS OfficeGood interpersonal conflict resolution skillsGood team leadership and people management skillsEDUCATION, QUALIFICATIONS, EXPERIENCE NECESSARY:Grade 12 / MatricPrevious Team leader experience within a Contact Centre environment / experience in a Sales environment will be advantageousGood performance management experiencePrevious PayJoy experience a must Â