Vodacom FTTH - Team Leader (Fiber to the Home) (MVDM)

FTTH Contact Centre Teamleader

Based in Port Elizabeth

Permanent Position

Basic Salary

The position of the Team Leader is to lead an inbound FTTH team and to maintain quality of service delivered in conjunction with iSonxperiences customer goals and objectives. The Teamleader is also expected to work within all teams of the Contact Centre to ensure that Customer Experience is delivered all the time. 

Main Responsibilities will include but will not be limited to:

• ¨Leading and managing a team of +- 13 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

QUALIFICATIONS AND EXPERIENCE:

• Previous Team leader experience within a Contact Centre environment (Customer Service /Technical FTTH)
• Good performance management experienceExperience of website navigation functionalities, technology savvy
• Grade 12 Certificate
• IT Background would be an advantage
• In possession of an A+, N+, MCSE or CCNA qualification will be advantageous

PROFESSIONAL AND INTERPERSONAL SKILLS:

• Excellent communication both oral and written
• Demonstrate the ability to manage work load 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.