Call Center Team Leader

Mpower People Solutions; Cape Town; On-site; ZAR 180,000 - 320,000; Full time

Job summary

Mpower People Solutions is hiring a Call Center Team Leader to drive team performance through coaching, monitoring CSAT, AHT, and SLA, and resolving escalated issues to ensure high-quality customer service. The role involves motivating staff, conducting performance reviews, managing schedules, and implementing process improvements to boost efficiency and hit targets.

The ideal candidate is multilingual, has Matric, and has experience managing a 20-agent team in a call center or medical aid

Qualifications

• Matric is required; call centre certificates are advantageous.
• Past experience leading a 20-agent team is preferred.
• Multilingual abilities are beneficial in this role.

Responsibilities

• Coach agents one-on-one to boost quality scores and reduce AHT.
• Monitor KPIs (CSAT, AHT, SLA) and adjust real-time to meet targets.
• Resolve escalated calls and complaints to enhance CSAT ratings.
• Streamline workflows and optimize scheduling and attendance.
• Lead daily stand-ups and monthly meetings to align with goals.
• Conduct performance reviews and drive process improvements.

Skills

Leadership

Technical

Soft Skills

Education

Matric

Tools

Avaya

Salesforce

Job description

A Call Center Team Leader drives team performance by coaching agents, monitoring KPIs (CSAT, AHT, SLA), and resolving escalated issues to ensure high-quality customer service. They are responsible for motivating staff, conducting performance reviews, managing schedules, and implementing process improvements to boost efficiency and achieve operational targets.

Key Responsibilities:

• Performance Coaching: Mentored a team of [Number] agents, providing 1-on-1 feedback, training, and development plans to improve quality scores and reduce average handling time (AHT).
• KPI Management: Consistently met or exceeded monthly Service Level Agreements (SLA) and Key Performance Indicators (KPIs) through real-time monitoring and proactive adjustments.
• Escalation Handling: Resolved complex customer complaints and escalated calls efficiently, improving customer satisfaction (CSAT) ratings.
• Operational Efficiency: Streamlined workflow processes and better resource allocation.
• Team Development: Led daily stand-ups and monthly meetings to communicate company goals, new product updates, and motivate staff to achieve sales/service targets.
• Attendance & Scheduling: Managed agent scheduling, attendance, and adherence to ensure optimal coverage during peak hours.

Skills:

• Leadership: Mentoring, Performance Management, Coaching.
• Technical: Call Center Software (e.g., Avaya, Salesforce), Data Analysis (KPIs, Reporting), Microsoft Office Suite.
• Soft Skills: Conflict Resolution, Communication, Decision Making, Problem-Solving.

Requirements

• Matric
• Any Call center Certificates advantageous
• Worked in a medical aid environment advantageous
• Be multilingual
• Managed/s a team of 20 Call center agents