Contact Centre Team Leader - PG Glass (Bedfordview) at PG Group

Main Job Purpose

• Manage, coach, and mentor agents and teams to ensure achievement of set, communicated, and tracked key performance indicators (KPIs) and behavioural standards. The goal is to support the achievement and exceeding of company objectives while delivering an high-quality customer experience.

Main Objectives

• Ensure agent and team achievement against set KPI targets through effective performance tracking, coaching, and performance management to deliver an exceptional customer experience and meet business objectives.
• Ensure quality standards are strictly adhered to in line with the Contact Centre quality framework, and arrange training and coaching where required.
• Submit regular, accurate, and timely reports to management to track performance and identify opportunities to improve performance and customer experience within the Contact Centre.
• Train, develop, and coach agents based on identified business training needs to equip them with the knowledge, skills, and abilities required to deliver a low-effort customer experience while complying with standards and processes.
• Analyse customer complaints related to incorrect part identification and, in collaboration with the parts specialist, implement corrective action training to minimise business risk, improve performance, and promote first-call resolution with exceptional customer service.
• Effectively manage, motivate, and hold staff accountable through performance management feedback mechanisms and disciplinary procedures. Develop and mentor employees in line with standard PG processes to ensure optimal performance.

Critical Job Requirements

Qualifications

• Grade 12
• Supervisory Management Diploma or Certificate

Knowledge

• National Deals
• DPS
• Effective Team Management
• Product knowledge (Building and Automotive)

Skills

• Customer Relationship Management
• Business Acumen

Experience

• Minimum of 4 years’ overall relevant experience
• At least 2 years of this experience must be in a second-in-charge (2IC) role to a Team Leader