Team Leader (Bpo)

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Job typeFull-time
LocationCape Town, Western Cape
Full job descriptionKNOWLEDGE AND SKILLS: Proficiency in MS OfficeGood interpersonal & conflict resolution skillsGood team leadership and people management skillsDiploma/Degree AdvantageousPrevious Team leader experience within a Contact Centre environmentBPO Experience EssentialTelecommunication experience highly advantageousExcellent communication both oral and writtenMain Responsibilities will include but will not be limited to: Leading and managing a team of 15 – 20 agentsCoaching and developing agents i.e. daily, weekly and monthlyTotal performance management, disciplinary measures, monitoring and driving team targetsAttendance and leave management process and updating matrixQuality 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)Liaise daily with Workforce Management team to ensure effective planningPromote service deliveryEscalate and manage customer queries as requiredCompilation, 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'sRepresent the customer to the rest of the business – Customer AdvocateEnsure escalations processes are maintained and implementation of new processes with team buy inJob Type: Full-time
Application Deadline: 2024/11/20
Expected Start Date: 2024/12/01

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