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:

Senior Remuneration & Benefits Manager | Durban
Location: Umkomaas
Salary:
A Senior Remuneration & Benefits Manager opportunity exists within an industrial manufacturing organisation based in Durban. This is a specialist role requiring deep technical expertise in remuneration frameworks, payroll systems, and statutory compliance.
Today


Sales Manager
Location: Cape Town
Salary:
Today


Head of Retail - Cape Town
Location: Capetown
Salary: Market related
Head of Retail - Cape Town
Today


Scrum Master
Location: Johannesburg
Salary: Negotiable
Role Summary The Scrum Master / Project Manager is responsible for enabling high‑performing delivery teams on the by fostering effective Agile practices and ceremonies, removing impediments, and ensuring alignment between day‑to‑day execution and programme‑level governance. The role balances team leadership and de...
Today


Sales Manager
Location: Port Elizabeth
Salary:
Today


Scrum Master Opportunity | Agile Delivery Environment
Location: Bellville
Salary:
Today


Provincial Manager - Insurance
Location: Mbombela
Salary:
If you’re a seasoned insurance leader who thrives on driving growth, leading high-performing teams, and building strong client relationships, this Provincial Manager opportunity could be your next strategic career move. This role offers the chance to take full ownership of business performance across a province while shaping the commercial and operational success of a well-established insura...
Today


Credit Risk Manager / Senior Manager
Location: Midrand
Salary:
Credit Risk Manager / Senior ManagerAn exciting opportunity for an experienced Credit Risk Manager / Senior Manager to work on complex regulatory and credit risk engagements within a high‑performing financial risk advisory environment. This role is ideal for a technically strong credit risk professional who enjoys influencing strategy, leading projects, and working with top‑tier financial serv...
Today


Scrum Master
Location: Cape Town
Salary:
Today


Sales Manager
Location: Johannesburg
Salary: 540000
Results-driven Sales Manager needed to lead growth and drive revenue in a dynamic technical B2B environment.
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