Latest Opportunities at Webhelp SA

What you will do in this role

As a Team Leader on our team, you’ll be:

• Ensuring that team members perform in line with required sales performance metrics (Customer Service performance metric)
• Managing workload in a timely and effective manner
• Analysing customer feedback data
• Pursuing quality and assurance initiatives
• Producing business insights
• Presenting recommendations for improvement

Your qualifications:

Concentrix + Webhelp is a great match if you have the following:

• Have passed grade 12 and have a Matric Certification
• Practice excellent verbal and written use of French language
• Have a minimum of 6 months’ experience as a Deputy Team Leader in a contact centre environment
• Have a minimum of minimum 2 years’ previous team management experience
• Have excellent communication and listening skills
• Are able to identify problems and find solutions by imparting knowledge
• Have analytical, time management and organisation skills
• Are PC literate, with fast typing skills and experience using appropriate software and systems
• Have a proven performance record of accomplishment
• Have clear credit, disciplinary and criminal records

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What you’ll be doing

• Managing the implementation of quality frameworks and structures
• Working effectively and creatively to achieve targets through managing trends and continuously improving processes and ways of working
• Managing reporting trends and opportunities for performance improvement and engaging appropriate stakeholders in results
• Maximising results through building and maintaining effective working relationships
• Managing the day-to-day partner expectations and requests ensuring that stakeholder requirements are identified, delivered and met within agreed timeframes

What you’ll need

• Matric
• Availability to work dedicated North American hours
• Excellent communication, presentation, listening, analytical, numeracy, problem-solving, time management, report writing, organisational, advanced PC literacy and typing skills (Essential)
• Minimum 6 months’ experience in a quality role
• Experience with applied coaching methodology for both deductive and inductive purposes
• Clear disciplinary record and a proven performance record of accomplishment
• In-depth knowledge of strategic planning and implementation of call handling and quality frameworks