Call Centre Team Manager

Work with an iconic international brand to lead, mentor and coach a team of Call Centre Agents to create
and deliver amazing customer experiences. Support and motivate your team to ensure theyre on track
to meet client goals. Handle customer escalations, contribute to creating a positive work environment.

Leading and managing a team of Call Centre Agents to achieve client SLA requirements
Continuously promote a performance-driven culture and always work towards reaching for amazing
results
Be accountable for the performance of each agent reaching their daily targets and ensuring that
professional relationships exist with customers
Ensuring that reporting and informational needs are met, and that management is kept well
informed of daily activities and significant problems
Motivating team to achieve daily targets
Improve the key success metrics associated with goals including:

o Customer Satisfaction Score
o Service Level Goals
o Quality Goals

Guiding, coaching, training and equipping agents with all competencies to reach meet performance
and customer service objectives
Coordinate training on new or revised information relating to services, products or processes of
projects
Ensuring all customer questions and complaints are resolved in a timely manner
Brainstorming with the team around issues or challenges that may hinder optimum performance
and give recommendations to improve sales
Handle employee related issues. Monitoring attendance, punctuality and leave
Report on statistics, data, ratios, attrition and terminations
Suggest areas of improvement for systems, policies and processes used and propose solutions
Manage quality assurance
Assist with recruitment, HR admin, personal development and other areas that contribute to
maintaining processes and the growth of the campaign

Requirements
Matric
1-2 years contact Centre Team Leader experience

Competencies

Strong ability to motivate and guide a team

Strong ability to empathise with customer
Strong problem-solving skills
Consistently mentor and inspire others
Customer focused mindset
Understanding, interpreting, and manipulating data for reporting
Ability to resolve escalated customer issues

Please send CV to *****@*****.co.za