Contact Centre Team Leader at MultiChoice

Job description        

Reports to: Operations Manager

Key Performance Objectives

• Dynamic, every changing environment
• Leading edge technology
• Multicultural environment
• Multi-skilled
• Developing industry and business
• Implementation of the principles of the new Labour Relations Act
• Business Process

 CUSTOMERS 
(External and internal individuals or groups to whom products, services, programmer and information must be provided)

• Subscribers
• Customer Services Representatives
• Call Centre Managers
• Call Centre Supervisors
• Affiliated departments
• Call Centre staff

OUTPUTS   
(Products, services, programs and information which the individual must provide to external individuals or groups, or one another to accomplish the organisation’s mission and strategy)

• Manage staff
• Plan resources
• Coach and constantly evaluate staff
• Manage Call Centre evaluations
• Provide updated feedback to managers and staff
• Effectively recruit staff
• Set and maintain departmental standards
• Monthly reports
• Approved journals
• Conduct staff meetings
• Manage call Centre administration

COMPETENCIES    
(Personal capabilities which are critical to the production of quality outputs)

• Knowledge
• Call Centre knowledge
• Human Resources knowledge
• Management information knowledge

Minimum requirements

• Matric
•  2-5 years’ experience in people management