Contact Centre Performance Lead

Ithemba Recruitment- Sourcing Top Talent; Durban; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A top recruitment agency in Durban seeks a Contact Centre Team Leader to lead and motivate a team of advisors. The role involves managing performance, achieving KPIs, and ensuring superior customer service. Candidates must have 2-4 years of team leadership experience in a contact center and demonstrate effective leadership abilities. This is a fantastic opportunity to develop a dynamic and high-performing team while enhancing employee engagement.

Qualifications

• 2 - 4 years experience as a Team Leader in a contact center environment.
• Must have experience in an outbound and/or inbound contact center team management role.
• Understanding of contact center planning, reporting and real time delivery functions.

Responsibilities

• Lead, motivate and engage a team of advisors to deliver superior service.
• Manage performance at individual and team levels through coaching and feedback.
• Handle customer complaints escalated from advisors.

Skills

Effective leadership through team building and development

KPI management and proven track record of achievement

Good written, numeracy, verbal and presentation skills

Education

Matric

Diploma or Degree

Tools

MS Office applications

Job description

A top recruitment agency in Durban seeks a Contact Centre Team Leader to lead and motivate a team of advisors. The role involves managing performance, achieving KPIs, and ensuring superior customer service. Candidates must have 2-4 years of team leadership experience in a contact center and demonstrate effective leadership abilities. This is a fantastic opportunity to develop a dynamic and high-performing team while enhancing employee engagement.