Team Leader - Cape Town at Huntswood

Job Responsibilities:

• Managing Performance and achievement of team KPIs
• Leave/ Absence management ensuring required resourcing is available as per SLA.
• Disciplinary & HR related matters are attended to as they arise in line with company policy and protocols.
• Maintains team Motivation.
• Rewards & Incentives are planned and implemented on an ongoing basis.
• Ensure that the employee experience is consistent with the HW culture
• Ongoing coaching provided to the advisors.
• Regular call listening
• Team professional development is considered and the necessary conversations (CPD, Succession , Career pathing etc.)
• On going knowledge sharing activities to keep the team updated
• Monthly 1-1s with team members
• Identify and nurture top talent within the team.
• Identify skills / knowledge gaps and independently address or escalate for assistance
• All necessary reports are completed in line with department schedule / client requirements (daily, weekly, monthly)
• Drive change initiatives ensure it as the desired outcome within your team

 Job Requirements: 

• A minimum of Matric/NQF 4 qualification is essential
• At least 1 year of experience as a team leader overseeing a team of customer service advisers

Skills Required:

• BPO industry experience is essential
• Coaching and development
• Motivate team to achieve personal and professional goals.
• Adaptable and influential
• Provide Insights / trend reports
• Determine outcome of the activity
• Understanding of Business processes & policies
• Planning skills
• Leadership skills
• Analytical skills
• Conflict resolution
• Strong communication
• Listens to understand
• Run effective meetings
• Goal/ Target Orientated
• Self -managed