Contact Centre Team Leader

Purpose:

To develop, motivate and lead a team of advisors to provide a superior level of service individually and collectively across various campaigns. You will be responsible for the delivery of KPIs through robust coaching and day to day management ensuring a high level of standards within your team.

Duties and responsibilities:

• Lead, motivate and engage a team of advisors, enabling and empowering them to deliver a superior level of service and achieving project KPIs.
• Management of performance on a individual and team level via:

1. Consistent coaching, call monitoring and feedback.
2. Completion of one-to-one reviews
3. Regular team meeting and briefs
4. Ensuring all individual agents understand KPIs, goals and objections and how to achieve and maintain these.
5. Reward good performance.
6. Address under performance in a timely and appropriate manner through improvement plans and/or disciplinary procedures (in conjunction with Human Resources)
7. Analyse and act upon Employee Engagement feedback to maximise team productivity and motivation. Minimise absence and Attrition.

• Complete a certain amount of hours of dialling per week to ensure knowledge and processes are up to date.
• Analyse, interpret, present and act upon complex data maximising MI reporting systems and proactively drive and achieve teams targets.
• Manage absence to a high degree of detail and ensure that adequate support and or disciplinary action is taken (in conjunction with Human Resources and company policies)
• Handle customer complaints escalated from advisors ensuring superior customer experience is achieved.

Qualifications and experience:

• Matric
• Diploma or Degree highly advantageous
• Must have experience in a Outbound and/or inbound contact center team management role
• 2 - 4 years experience as a Team Leader in a contact center environment
• Effective leadership through team building and development
• KPI management and proven track record of achievement
• Leadership qualities and behaviors which maximize employee engagement
• Understanding of contact center planning, reporting and real time delivery functions
• Previous exposure to Client relationships
• Ability to recruit and create a dynamic and high performing team.
• Good written, numeracy, verbal and presentation skills
• Proficient in MS Office applications and PC/Keyboard skills