Samsung RGA and WARRANTY- Team Leader

iSON Xperiences; Randburg; On-site; ZAR 25 000 - 45 000; Full time

Job summary

An established industry player is seeking a dynamic Team Leader to supervise and mentor a high-paced team of Contact Centre Agents. This role is essential for fostering a supportive environment, ensuring compliance with service standards, and driving performance targets. The ideal candidate will have a strong background in team leadership, with the ability to motivate and engage agents effectively. Join this innovative firm to make a significant impact on team productivity and customer satisfaction.

Qualifications

• Experience leading a team in a high-paced environment.
• Strong ability to monitor performance and drive targets.

Responsibilities

• Lead and manage a team of approximately 15 agents.
• Monitor performance and ensure compliance with quality standards.

Skills

Team Leadership

Coaching and Mentoring

Performance Monitoring

Statistical Analysis

Communication Skills

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:

• Lead and manage a team of approximately 15 agents
• Monitor performance and drive targets actively
• Coordinate with internal support teams as needed
• Manage attendance and leave processes
• Promote teamwork and demonstrate leadership by example
• Motivate agents through various engagement forums

Internal Processes:

• Ensure compliance with quality standards and internal procedures
• Manage absenteeism daily
• Support the Contact Centre Manager and meet SLA and performance targets
• Communicate call centre updates and change management effectively
• Ensure agents meet daily productivity targets
• Prepare performance reports and statistical analyses regularly
• Coordinate with Workforce Management for resource planning
• Suggest process improvements for business success
• Support team wellbeing and refer issues to HR and ICAS as needed
• Identify training needs and facilitate staff development
• Handle escalated customer queries
• 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