Team Leader - PE - South Africa

Responsibilities

• Inspire your team through coaching to deliver service excellence;
• Identify opportunities to make improvements to customer experience;
• To develop a focused and high performing team;
• To plan and prioritize team activities to deliver key measurable without compromise to quality;
• To drive key performance metrics for your team;
• Responsible for maintaining and improving the performance of your team through regular 1 on 1 sessions, reviews, PDP discussions and performance improvement plans;
• To manage team attendance in line with business requirements;
• Manage operational and regulatory risks, escalating as appropriate;
• Ensure information systems are operated to the required standard to maintain accurate and secure records;
• Ensure the team understands and adheres to the company and department standards, policies and procedures;
• Adhere to the Competence and Training framework policy and procedures to ensure each team member attains and maintains the required competency level to perform their role;
• Ensuring daily, weekly and monthly targets are achieved.
• Matric or equivalent.
• Experience, skills and attributes required:
• 1 Year experience managing an inbound or outbound call centre team;
• Experience in managing a team of approx. 12 - 15 agents;
• Excellent computer literacy;
• Billings experience will be advantageous;
• Ability to effectively and professionally communicate at all levels;
• Excellent networking and relationship building skills;
• Performance driven and customer service orientated;
• Proactive thinking in identifying and resolving issues;
• Forward thinking and ability to handle challenging situations;
• Excellent understanding of the call centre environment and its vision;
• Exceptional team work skills;
• Exceptional problem solving skills;
• Planning and prioritization skills.

Benefits

Additional Information

Main purpose: The key purpose of this role is to lead , coach , develop , motivate and retain a team of advisors while ensuring that we offer the best service to all our customers.

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Company Intel

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