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  • Posted: Feb 10, 2017
    Deadline: Not specified
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    MultiChoice South Africa's activities involve the operation of Pay-Television and internet subscriber platforms. The MultiChoice South Africa group includes the digital satellite Pay-Television business ("DStv"), which has been in operation since 1995. Other businesses in the group are; M-Net (delivers thematic channels and exclusive content to DSt...
    Read more about this company

     

    Contact Centre Team Leader

    Job description

    Reports to: Operations Manager
    Division: Customer Group    
     
    Key Performance Objectives

    (External factors which influence the work environment, taking future conditions and strategic requirements into account)

    • 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 

    Method of Application

    Interested and qualified? Go to MultiChoice on www.linkedin.com to apply

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