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Job summary
A leading e-commerce company seeks a passionate Team Lead to manage Virtual Assistants in Bloemfontein, South Africa. The ideal candidate will have at least 3 years of experience in leadership and customer service, with strong communication skills. Responsibilities include overseeing agent performance, conducting performance reviews, and providing coaching. The role offers a full-time schedule in US PST with competitive benefits including health insurance and performance bonuses.
Benefits
Qualifications
- At least 3 years as a Team Lead and 3 years in Customer Service.
- Strong skills in managing performance, attendance, and KPIs.
- Able to assess agent health, safety, and welfare effectively.
Responsibilities
- Oversee agent performance, ensuring KPIs are met.
- Provide bi-weekly coaching, addressing agents’ health and support needs.
- Conduct semi-annual performance reviews and recommend growth.
Skills
Tools
Join Our Team as a Team Lead! Are you an experienced leader with a passion for customer service and e-commerce? We are on the lookout for dedicated Team Leads to manage and inspire our Virtual Assistants. If you're ready to take your career to the next level, we want to hear from you!
- At least 3 years as a Team Lead and 3 years in Customer Service.
- Excellent English communication (both written and spoken).
- Experience with Shopify, BigCommerce, and/or Amazon is a plus.
- Familiarity with G Suite, Zendesk, Freshdesk, Intercom, or Gorgias is advantageous.
- Strong skills in managing performance, attendance, and KPIs.
- Proficient in bi-weekly team coaching and 1-on-1 sessions.
- Able to assess agent health, safety, and welfare effectively.
- Skilled in creating and analyzing performance reports.
- Experienced in conducting performance reviews and recommending agent development.
- Oversee agent performance, including reporting and attendance, ensuring KPIs are met.
- Provide bi-weekly and one-on-one coaching, addressing agents’ health, safety, and support needs.
- Conduct semi-annual performance reviews, recommending growth, promotions, and appraisals.
US PST, Monday to Friday (Full-Time, Long-Term)
- Performance & Recognition Bonuses
- Health and dental insurance
- Paid time-offs
- Performance and recognition incentives
- End-of-year bonus
- A personally-owned PC with at least an i5 processor (or equivalent)
- Minimum 20 Mbps upload and download speed
Ready to lead and make a difference? Apply now and join our dynamic team!
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.