Call Centre Team Leader at Flash Group

Responsibilities:

• Daily / Weekly / Monthly reporting 
• Major outages affecting the contact centre 
• Identify operational issues and investigate, implement, and track improvements. 
• Manage the daily operations of the team including punctuality, response times issues, outages on the desk. 
• Take calls that agents can’t handle and be available when agents appear to need assistance / coach for future calls. 
• Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, Non-Adherence and SLA, etc. 
• Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
• Motivate and encourage agents through positive communication and feedback. 
• Having “morning huddles” to make sure that your team know what their objectives are for the day. 
• Have regular one on one and feedback sessions with the team; escalate any performance issues to the Department Manager for further action. 
• Give input into training and development plans for the team and work closely with the training and QA team.
• Understand all organization’s products, services, procedures, and guidelines and communicate same to all team members.
• Conduct regular review of all call centre agent’s performance and organize training sessions for under performers.
• Submit regular reports to management and seek new ideas and strategies to improve performance at the centre.
• Keep up with trends and happenings in the industry and ensuring adherence to industry standards.
• Ensure that Traders are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times.
• Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
• Identifying and addressing any people issues and being a pillar of support for your team members.
• Assist Management with ad-hoc tasks including projects related to the Contact Centre

Minimum Requirements:

• Matric (Tertiary Qualification will be to your advantage)
• Have 2years Leadership/management experience in a similar role.
• Proven customer service management experience (at least 2 years in the call center environment)
• Have exposure in a multi-channel environment (Voice, Email and Chat)
• Be computer literate (MS Word & Excel)
• Must have own transport.
• Proven working experience in social media.
• Strong IR process and policy related competence

Skills:

• Ability to think creatively & innovatively within area of accountability.

Attributes:

• Solution-orientated
• Technical & functional knowledge
• Experience/evidence of delivery and good performance within areas of accountability (application of knowledge & skill)
• Strong problem solving, organisational and negotiation skills
• Team Player
• Excellent communication and writing skills
• Self -motivated
• Attention to detail
• Results Driven
• Excellent communication and presentation skills
• Strong IR process and policy related competence
• Have strong stakeholder management abilities to engage with support teams
• Have strong influence and motivational abilities
• Have planning and organizing abilities
• Ability to proactively problem solve