About Our Client
Our client operates an international contact centre environment servicing customers in the USA market. The environment requires strong leadership, consistent performance management, operational discipline and a customer -first service culture.
Role Overview
The Team Leader will lead, guide, coach and support a team of contact centre agents to achieve operational outputs. The role requires a visible, proactive and participative leadership style, with a focus on quality management, customer experience, SLA achievement, reporting, coaching and team development. The successful candidate must be comfortable working in a demanding contact centre environment with shifts aligned to operational requirements.
Key Responsibilities
Lead, coach and support contact centre agents to achieve daily, weekly and monthly operational outputs.
Ensure service levels, SLAs, KPIs and quality expectations are reviewed and met consistently.
Implement control measures to ensure enquiries and ticket resolutions are logged, resolved and followed up according to SLA.
Drive effective team communication, encourage feedback and use customer insight to improve the customer experience.
Produce daily, weekly and monthly reports and share accurate information with stakeholders.
Work with resource planning teams to support effective staffing plans and operational coverage.
Conduct regular one -on -one sessions, team meetings, performance discussions and development planning.
Work with trainers to identify development needs and improve team skills and knowledge.
Support recruitment and selection activities in partnership with HR when required.
Embed a high -performance culture focused on service delivery, quality, accountability and continuous improvement.
Handle demanding customers, escalations and conflict situations with professionalism.
Represent the business positively and professionally at all times.
Requirements
Matric / Grade 12 is essential.
Minimum 5 years working experience in a contact centre is required.
Proven experience managing a team of people is required.
Travel and tourism experience is desirable.
International or USA market contact centre experience is advantageous.
Must be flexible to work various shifts, including night shifts and public holidays.
Strong coaching, communication, conflict management and emotional intelligence are required.
Must have strong time management, analytical ability and meticulous attention to detail.
Microsoft Excel, Word and general reporting capability are required.
Must be resilient, proactive, culturally aware and able to motivate others.
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