Team Leader: Contact Centre at Sanlam Group

What will you do?

• Managing the departmental SLA.
• Manage and monitor staff adherence to schedule
• Manage staff leave and IR Issues
• Handling the Recruitment and Selection section
• Occupational Health & Safety Management
• Monitor adherence to SOP's and other set standards
• Ensure that escalation and complaints are handled within the SLA and feedback is provide to the client.
• Ensure that team achieves their daily, weekly and monthly productivity targets
• Provide performance feedback to the team daily, weekly and monthly
• Support, motivating, coaching and on the job training of the team
• Ensure that company policies, procedures, values are adhered to
• Performs regular audits on leave and trends, QA, wrap up codes and call transfers
• Ensure that processes and procedures are documented and communicated effectively
• Provide teams monthly report to management
• Conduct team meetings

What will make you successful in this role?

Qualifications

• Matric
• Diploma, degree or relevant tertiary qualification

Experience & Knowledge

• 3 years relevant experience in Team leader/Supervisor position
• 3 years relevant experience in a similar environment essential
• Proficiency on MS word & Excel (intermediate level) essential
• Computer Literate
• Communications skills (written and verbal)
• Management & Leadership practices
• Listening skills
• Telephone etiquette

Competencies

• Attention to detail
• Customer focused
• Interpersonal skills
• Analytical skills
• Ability to work and in a team
• Relationship and People Management
• Performance Management and motivating of others
• Conflict Management