Samsung Rga And Warranty- Team Leader

Ison Xperiences; Gauteng; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player is seeking a dynamic Team Leader to oversee a high-performing Contact Centre team. This role involves mentoring and coaching agents to achieve exceptional service standards while ensuring compliance with organizational objectives. You'll be at the forefront of driving performance, fostering teamwork, and implementing process improvements. If you have a passion for leadership and a track record of achieving targets, this is an exciting opportunity to make a significant impact in a fast-paced environment.

Qualifications

• Experience leading a team in a fast-paced environment.
• Strong coaching and mentoring abilities.

Responsibilities

• Lead and manage a team of approximately 15 agents.
• Monitor performance and drive targets actively.
• Conduct ongoing coaching and development sessions.

Skills

Team Leadership

Coaching

Performance Monitoring

Statistical Analysis

Communication

Education

Matric or equivalent qualification

Management or leadership qualification

Job description

Samsung RGA and WARRANTY Team Leader
Based in Randburg

Job Purpose

The purpose of the Team Leader is to lead, supervise, coach, and mentor high-paced inbound/outbound Contact Centre Agents.

The role involves establishing excellent and consistent service standards and ensuring compliance with organizational objectives. The Team Leader will build an effective support team and foster strong relationships within Altron Bytes People Solutions, ensuring all SLAs are consistently met or exceeded. The role includes managing individual performances through daily interactions, call monitoring, and statistical analysis.

Providing coaching and development to enhance performance and building rapport with team members to optimize productivity are essential responsibilities.

Key Responsibilities

1. Lead and manage a team of approximately 15 agents
2. Monitor performance and drive targets actively
3. Coordinate with internal support teams as needed
4. Manage attendance and leave processes
5. Promote teamwork and demonstrate leadership by example
6. Motivate agents through various engagement forums
7. Ensure compliance with quality standards and internal procedures
8. Manage absenteeism daily
9. Support the Contact Centre Manager and meet SLA and performance targets
10. Communicate call centre updates and change management effectively
11. Ensure agents meet daily productivity targets
12. Prepare performance reports and statistical analyses regularly
13. Coordinate with Workforce Management for resource planning
14. Suggest process improvements for business success
15. Support team wellbeing and refer issues to HR and ICAS as needed
16. Identify training needs and facilitate staff development
17. Handle escalated customer queries
18. Conduct ongoing coaching and development sessions

Qualifications, Experience, Skills

• Matric or equivalent qualification
• Management or leadership qualification (advantageous)
• Team leader experience (preferred)
• External recruits: 12-18 months team leader/coach experience, preferably in mobile/finance sectors
• Internal recruits: minimum 6 months as Senior Agent or Shift Leader, and 12 months as Agent in a call centre
• Consistent achievement of performance and quality targets for 3 months prior to application
• Good attendance and punctuality records for 3 months prior
• Clear disciplinary record (90 days without re-offence)
• Successful interview including presentation and assessment
• Previous team leader experience is highly advantageous