Customer Service Team Leader

POSITION INFO:
The Role:

Customer Service Teamleader

Contract Position

Based in Port Elizabeth

To Start 21 July 2021

JOB PURPOSE

The purpose of the Team Leaders is to lead, supervise, coach and mentor high paced inbound / outbound Contact Centre Agents in conjunction with the Contact Centre objectives and as such establishing excellent and consistent standard of service and compliance from the Agents.

The Team Leader will create an affective support team and cultivate strong business relationships within the Altron Bytes People Solutions functions, amongst both internal and external stakeholders and as such ensuring that all SLAs are met and/or delivered all the time every time.

The Team Leader is required to manage the performance of the individuals in his/her team through daily interactions, statistical analysis and call monitoring. This includes providing appropriate coaching and development techniques to ensure enhancement in performance and development of everyone.  In addition, the Team Leader is required to assume a supportive/nurturing role and build rapport with each team member to optimise performance and productivity.

KEY RESPONSIBILITIES:

• Dynamic leading and managing a team of +- 15 agents
• Total on-the-go performance management, monitoring and driving targets
• Interfacing with internal support teams as and when required
• Adhering to the attendance and leave management process and updating matrix accordingly
• Fostering team work by means of demonstrating interest and skill in getting the team to work together
• Leading by example
• Managing and motivating Agents through different forums

Internal Processes

• Adhering to general compliance with strong quality measures
• Adhering to call centre best practice and internal processes and procedures
• Daily management of absenteeism within the team
• Supporting of the Contact Centre Manager and compliance with all Contact Centre initiatives to ensure delivery of SLAâ??s and performance targets
• Dissemination of all call centre communications / performance updates/ change management in line with the information as issued by the Contact Centre Manager
• Ensuring that all agents reach daily targets set for them in terms of productivity

Planning reporting

• Compiling reports on team performance and end of shift reports, together with statistical reporting on a daily, weekly and monthly basis as required
• Daily liaison with Workforce Management team to ensure effective resource planning
• Providing suggestions on how to improve current processes to ensure contribution to the success of the business
• Ensuring the overall wellbeing of the team and providing support by referrals to HR and ICAS
• Providing insights to internal stakeholders on day to day operations

Learning Development

• Assessing and identifying training needs to ensure that all staff are well equipped as required
• Coaching and developing agents through continuous one-on-one sessions
• Applying the correct disciplinary measures where necessary

Customer focus

• Promoting continuous service delivery
• Escalating and managing customer queries as required

 

QUALIFICATIONS, EXPERIENCE, SKILLS:

• Minimum matric or NQF equivalent
• Management or leadership qualification (i.e. diploma, learnership, etc.) an advantage
• Relevant tertiary qualification advantageous

Years of Experience

• 1 â?? 2 yearsâ?? in a similar role in customer service environment
• Team leader experience an advantage
• External Recruits:
• 12 â?? 18 months Team Leader / Coach experience from corporate/ professional services environment (Mobile/Finance background preferred)
• Internal Recruits :
• Must have been a Senior Agent or Shift Leader for a minimum of 6 months within a Call Centre
• Must have been an Agent for a minimum of 12 months within a Call Centre
• Must have achieved all performance quality targets consecutively for 3 months prior to applying for the TL position
• Have a good attendance record and meet punctuality targets consecutively for 3 months prior to applying
• Must have a clear disciplinary record (90 days without re-offence equals clear)
• Must pass the interview selection process which includes a presentation and assessment
• Previous Team Leader experience highly advantageous

 

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