Contact Centre Team Leader at MultiChoice

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