Call Centre Team Leader at Vodacom

Your responsibilities will include:

• Create a positive working environment that motivates agents to perform at the required levels of service.
• Monitoring agent activities and call center queues, while escalating any system errors to the appropriate stakeholders.
• Contribute to customer service by assisting agents in solving or escalating customer queries
• Assist in escalations to ensure case management
• Act as liaison between agents and all other relevant role players to ensure that the correct channels of communication are followed concerning management information, policies, and procedures
• Drive agent KPI’s in line with company strategic objectives
• Identify real-time trends and escalate to the relevant role players
• Manage performance and support with Individual development plans
• Real-time escalation management
• Set and drive operational targets
• Monitor, track, and report on agent sales KPI’s

Responsible for ensuring revenue generation within their team.

Drive revenue increase
Responsible for managing services for customers

• Implement service improvement plans based on customers' feedback
• Create and manage relationships with customers and Vodacom’s stakeholders.
• Liaise with Customer Care departments in Vodacom to ensure end-to-end case management.
• Provide Support
• Provide support to ensure SLA's and customer expectations are met

People Management

• Participate/ provide input to performance and quality calibration sessions
• Provide feedback and coaching to Agents and identify training needs 
• Managing and administration of team schedules
• Evaluating employee performance and productivity and providing constructive feedback and coaching
• Coaching the team for career advancement opportunities
• Initiate disciplinary action 

Reporting

• Report on performance against targets 
• Provide analysis and presentation on team performance
• Report on elements impacting performance
• The ideal candidate for this role will have:

The ideal candidate for this role will have:

• Matric certificate essential
• Post Matric Certification (Higher certificate or above) desirable – NQF level 5 and above
• 1 + years of team leader experience 
• 2 + year of call centre/customer facing experience
• Coaching experience
• Experience in sales
• Effective verbal and written communication skills
• Advanced Excel analytical skills
• Moderate Problem solving ability
• Moderate computer proficiency
• Supplier must ensure that when recruiting new people leader, the minimum requirements are met.

Job Knowledge:

• Telecommunication landscape
• Sound knowledge of Microsoft (Word, Excel & PowerPoint)
• Basic sales skills
• Sound knowledge of operational call centre performance metrics 
• Sound knowledge of accounting ( statements and invoice)
• Sound Business Acumen

Skills:

• Time management skills essential
• Evaluation skills essential
• Facilitation skills essential
• Problem solving, Decision making and analytical skills essential
• Communication Skills (verbal & written) is essential
• Ability to cope well under pressure and adjust to change is essential
• Interpersonal skills and conflict management
• Coaching skills
• Leadership skills/ability to motivate the team – essential