Job detailsHere's how the job details align with your profile.Job typeFull-timePermanentLocationCape Town, Western CapeFull job descriptionJob OverviewThe 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)You should begin your day by evaluating the prior day/week/month performance reports.Ensuring any agents with performance issues have been followed up with and tracked.Daily meetings with my team, ensuring teams understand daily & trended actual results versus the goals identifying agent outliers.Establishing priorities for the day and reviewing the execution of any process-level plans.
You'll call meetings throughout the day as required to make real-time adjustments based on the day's performance throughout the shift.Utilizing time on a daily basis to facilitate agent development while maintaining the "80/20" rule.By observing agents, you'll identify and nurture their strengths and weaknesses which in turn creates an effective and sustainable team.
You'll ensure all key performance indicators are consistently met and exceeded.You actively develop your agents through talent management, monthly 1-2-1's, quarterly reviews, and personal development plans.Skills & AttributesThe ideal candidate will be comfortable in a fast-paced, multi-tasked, high-energy environment.
She or he is a self-starter, capable of working without direct supervision and maintaining high performance in ambiguous situations.Analytical Thinking, Coaching, Communication, Continuous Learning, Customer Focus, Information Monitoring, Planning & Organizing, Ability to work under Pressure.Team leadership and people development.Proven background of quality-related analysis, with the ability to draw conclusions and recommend improvement initiatives.Ability to deep dive/analyze customer-related data and draw conclusions leading to improvement initiative recommendations.Demonstrated ability to drive process changes and improvements.Exceptional written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive, external partners).Goal-driven, target-oriented, able to step back and look at the bigger picture.Experience in writing documentation and standard operating procedures.Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word, and PowerPoint.Professional approach to working with colleagues at all levels – Team Leads, Team Managers, Remote Mentors, Training Team, Support Service Teams, and Global CS Teams.Ability to communicate effectively across a multitude of platforms with team members and 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 as appropriate.Accuracy and Variances.Attendance and Adherence.Proven Coaching experience.Goes the extra mile to achieve agreed objectives.Willingly shares knowledge, ideas, and experience.
Seeks feedback for continuous improvement.Reflects Teleperformance's values in their dealings with others, internally and externally.Coaching others and talking through end-to-end processes of the call flow.Qualifications and ExperienceProven leadership skills (Essential).Matric Equivalent (Essential).Finance background (Advantage).Team Leader experience 1 year+ (Essential).
#J-18808-Ljbffr