Call Centre Team Leader

Bluespec Holdings; Gauteng; On-site; ZAR 200 000 - 300 000; Full time

Job summary

Join a dynamic team as a Team Leader in a fast-paced inbound Emergency Contact Centre. This role involves managing call centre agents, ensuring high levels of customer satisfaction, and driving team performance through effective coaching and reporting. You will be responsible for setting targets, organizing shifts, and facilitating training to enhance the skills of your team. If you are self-driven, energetic, and passionate about customer service, this is an exciting opportunity to make a significant impact in a thriving environment. Your leadership will help shape the future of customer interactions and elevate service standards.

Qualifications

• 2 years' experience as a Team Leader in a call center environment.
• Proficient in Microsoft Office and Google products.

Responsibilities

• Manage daily operations of the call center and ensure targets are met.
• Conduct training sessions and monitor agent performance.

Skills

Team Leadership

Customer Service

Coaching

Relationship Building

Multi-tasking

Education

Higher Certificate / Grade 12

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Google Workspace

Job description

We are looking for seasoned Team Leaders to join our dynamic team in our inbound Emergency Contact Centre.

Job Description

Main Job Function: You will manage and direct call centre agents in achieving their required daily duties. Your role will be to take accountability for Call Centre Agents through daily monitoring, a compilation of reports, and coaching.

You must be willing to take escalations and think creatively to keep customer satisfaction at heart.

Responsibilities:

1. Running and managing the call centre daily.
2. Set targets for all Call Centre Agents.
3. Schedule and organize shift patterns for agents.
4. Understand the organization's products, services, procedures, and guidelines and communicate the same to team leaders.
5. Monitor all calls to ensure that due procedures and quality standards are strictly adhered to.
6. Facilitate and organize training sessions for all agents.
7. Submit regular reports to management and seek new ideas and strategies to improve the performance of the call centre.
8. Ensure clients are happy and always satisfied by providing prompt responses and solutions to their challenges.
9. Keep up with industry trends and happenings and ensure adherence to industry standards.
10. Conduct regular reviews of all Call Centre Agents' performance and ensure performance improvement plans are done for underperformers.
11. Ensure that all staff adhere to the weekly performance targets.
12. Monitor attendance and punctuality daily.
13. Review and analyze Agent output.
14. Customer service strategy, execution, and dispatch management including development of vision, mission, and KPIs.
15. Handle customer complaints and ensure customer surveys are returned.
16. Coach the team in order to ensure the quality of delivery meets the appropriate standard.

Job Requirements

Requirements:

1. 2 years' experience as a Team Leader.
2. Higher Certificate / Grade 12.
3. Proficient computer skills including Microsoft Outlook, Word, and Excel or equivalent Google products.
4. Self-driven.
5. Positive and energetic.
6. Structured and detail-oriented.
7. Able to multi-task.
8. Relationship building.
9. Accountable.
10. Must be shift flexible including weekends.