Team Leader -SP Collections

Webhelp Enterprise; Durban; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading customer service provider in Durban is seeking a Team Leader for their call center operations. The role involves supervising a team, coaching associates to meet performance expectations, and ensuring contractual KPIs are met. Candidates should have an associate's degree and 2-4 years of relevant experience in a similar role. This full-time position requires strong communication skills and the ability to lead under pressure.

Qualifications

• 2-4 years of relevant experience preferred.
• Ability to mentor, coach and provide direction to a team.
• Willingness to work a flexible schedule.

Responsibilities

• Supervise call center associates and monitor their performance.
• Coach team members regularly to achieve performance metrics.
• Develop action plans for performance improvement.
• Conduct team meetings and organize team activities.

Skills

Coaching and development skills

Strong communication skills

Ability to work under pressure

Multi-tasking and prioritization

Education

Associate's degree in related field

Job description

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Job Title

Team Leader -SP Collections

Job Description

The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

Essential Functions/Core Responsibilities

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
• Stay current on internal work processes, policies and procedures. Attend required manager development training
• Promote the Concentrix values through both behavior and attitude, including being an advocate for team members
  
  

Candidate Profile

• Associate's degree in related field with two to four years of relevant experience preferred
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• Work well under pressure and follow through on items to completion
• Strong communication skills, both written and verbal
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
• Ability to mentor, coach and provide direction to a team of employees
• Willingness to work a flexible schedule
  
  

Location:

ZAF Durban - 6 The Terrace, Westway Office Park, Westville

Language Requirements

Time Type:

Full time

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