SASSA - Team coach

 

Recruiter:

iSON Xperiences

Job Ref:

BPO00449

Date posted:

Thursday, July 14, 2022

Location:

Randburg, South Africa

Salary:

Negotiable


JOB SUMMARY:
The Role:

Contact Centre Team Coach

Based in Randburg

3 Month Fixed term contract

The position of the Team Leader is to lead an inbound voice/messaging customer services team and to maintain...

JOB DESCRIPTION:

The Role:

Contact Centre Team Coach

Based in Randburg

3 Month Fixed term contract

The position of the Team Leader is to lead an inbound voice/messaging customer services team and to maintain quality of service delivered in conjunction with Altron People Solutions customer goals and objectives. The Team leader is also expected to work within all teams of the Contact Centre to ensure that the APS Customer Experience is delivered all the time. 

Main Responsibilities will include but will not be limited to:

  • Leading and managing a team of +- 20 agents
  • Coaching and developing agents through continuous one-on-one sessions i.e. daily, weekly and monthly
  • Attendance and leave management process and updating matrix
  • Manage and motivate agents through different forms
  • Quality management/improvement through call evaluations for each agent weekly
  • Ensure that all agents meet agent adherence and reach service levels (Basic Metrics i.e. NPS, FCR and AHT).
  • Set key performance indicators for agents and review agent performance according to KPIâ??s in conjunction with Contact Centre Manager on a regular basis
  • Assist in agent career development and identify training needs
  • Resolve daily queries and promote service delivery
  • Compile reports and report on progress
  • Liaise daily with Workforce Management team to ensure effective resource planning.
  • Taking correct disciplinary measures where necessary
  • Compilation, development and maintenance of descriptive and statistical reporting on a daily, weekly and monthly basis
  • Strong internal and external relationship building
  • Ensure escalations processes are maintained and implementation of new processes with team buy in
Skills and Experience:
  • Previous Team leader experience within a Contact Centre environment (Customer Service /Messaging highly advantageous)
  • Good performance management experience
  • Grade 12 Certificate and leadership training
  • Excellent Quality Assurance Performance record
  • Excellent Work Attendance 

PROFESSIONAL AND INTERPERSONAL SKILLS:

  • Excellent communication both oral and written
  • Demonstrate the ability to manage workload and prioritize activities
  • High level of integrity, professionalism and trustworthiness
  • Problem solving skills
  • Excellent Attention to detail
  • A successful track record in meeting targets and achieving premium customer service
  • Positive attitude to work.

 

 

NB! This job is now closed. You can apply for other jobs by uploading your CV.



 

 

 

Similar jobs you might be interested in:

Sales Team Manager : SASSA
Location: Pretoria
Salary:
Join our Client team as Sales team Manager and focus on generating business from the sassa markets. Mid Career level, permanent position in Gauteng. On offer is a Basic Salary, Company vehicle, Petrol and overing Commission
1 day ago


Sales Manager : SASSA & Government
Location: Port Elizabeth
Salary: Monthly
Join our Client team as Sales team Manager and focus on generating business from the sassa and Government markets. Mid Career level, permanent position in Eastern Cape. On offer is a Basic Salary, Company vehicle, Petrol and overing Commission
1 day ago


Accountant (CPT)
Location: Cape Town
Salary:
74 days ago


Finance Manager
Location: Johannesburg
Salary:
Lead the Finances of South Africa’s Premier Cruise Line
Today


Head of Data
Location: George
Salary:
Today


Quality Manager
Location: Durban
Salary:
Our client, part of a large listed Manufacturing Group, currently seeks your quality experience to lead external quality and projects for the Business Unit and support in co-ordinating SHE compliance.
Today


Call Centre Team Leader
Location: Sandton
Salary:
A leading commercial services provider is seeking an experienced and driven Commercial Emergency Call Centre team Leader to manage and support a high-performing, 24/7 operations team.This role is ideal for a candidate with a solid background in trucking, fleet, roadside assistance, or commercial call centre environments, who thrives under pressure and has strong people management and operational l...
Today


Senior Quantitative Analyst
Location: Johannesburg
Salary: Annually
A leading South African banking group, known for its strong risk culture, data-led decision-making, and commitment to responsible lending, is looking to appoint a Senior Quantitative Analyst within its Personal Banking Division.
Today


Instrumentation Supervisor
Location: Johannesburg
Salary: Monthly
The instrumentation Supervisor is responsible for Legal appointments: (a) as the OHS Section 8.2(i) for instrumentation works on site to ensure all legal and statutory compliance does take place according to the OHS Act, Pressure Equipment Regulations and General Machinery Regulations
Today


Senior Financial Accountant
Location: Cape Town
Salary: 600 000 Annually
An exciting opportunity has arisen with a leading international media group for a Senior Financial Accountant to become a key contributor within their Financial Shared Services Centre, based in the beautiful city of Cape Town. In this pivotal role, you will deliver timely, accurate, and insightful management and financial reporting across the group, while ensuring the integrity and control of all ...
1 day ago


Create a free job alert for SASSA - Team coach in Randburg

Enter your email address below and we will email you similar jobs when they become available:

You can cancel at any time. We will not spam you.
By giving us your email address your agree to our Terms and Conditions