Customer Service Team Leader

Outworx; Durban; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading service provider in Durban seeks a team leader to drive operations and maintain performance standards. You will guide Agents daily, provide necessary feedback and training, and ensure a motivated work environment. Ideal candidates will have a strong commitment to integrity and best practices. This role is vital to achieving operational targets and improving team dynamics.

Responsibilities

• Drive the operational agenda by providing daily direction to Agents.
• Maintain service levels and performance management.
• Provide feedback, coaching, and training to team members.

Job description

RESPONSIBILITIES:

• Drive the operational agenda by providing daily direction and communication to Agents to ensure that daily and weekly targets are met
• Provide appropriate direction and dispute resolution for workplace problems
• Maintain service levels, key performance indicators and performance management
• Communicate & report accurate performance metrics to the respective department manager
• Always promote ‘Best Practice’
• Undertake required administration
• Monitoring of Agents through call listening and verifying of valid transfers.
• Provide the necessary feedback, coaching, training, and development to productivity, quality, and overall work standards
• Respond appropriately to discipline issues and maintain behaviour.
• Create and maintain a high-quality work environment so team members are engaged and motivated to perform in an honest and transparent working environment premised on integrit