TL - Team Leader

NB: Ringfenced to Existing TLs only Position is in JHB Sandton To provide quality and efficient service to our clients leading, managing, developing and motivating a team of call centre agents.

Ensure efficient daily operation of the team against KPI’s Drive the operating rhythm by providing daily direction and communication to agents to ensure that daily and weekly targets are met Respond to escalated customer issues from Agents Continually evaluate agent performance and conduct regular quality assurance checks of call and ensure processes and procedures are adhered to. Coach Agents on issues arising during the course of operations and QA sessions. Is available for employees who experience work problems providing appropriate coaching, direction and resolution Respond appropriately to daily discipline issues arising from the team and conduct return to work interviews as required Prepare warnings and communicates effectively with employees on warnings and makes effective / appropriate decisions relative to corrective action as required. Facilitates ongoing team performance improvement Identify and implement methods to improve team operations, efficiency and service to customers and clients. Provide statistical and performance feedback and coaching to each team member as prescribed by the operating rhythm. Ensure employees have access to appropriate training and other resources to perform their jobs. Provide input into work procedures and processes that support the company and departmental procedures. Create and maintain a high-quality work environment so team members are motivated to perform at their highest level. Ensure that the physical working space is conducive to a productive working environment. Provide input into team awards and implement and manage incentive budgets Monitor and plan weekly team performance Report and monitor daily and weekly on team performance statistics New hires Absenteeism KPI adherence Revise and update plan on a weekly basis to ensure targets are met Compile and /or communicate team resource plan on a monthly basis and monitor adherence thereto Manage physical resources and tools of trade e.g. seating, headsets

Skills and Competencies: Demonstrable leadership and motivational skills Staff development and coaching skills Highly developed verbal and written communication skills Organizational skills, including time management, task prioritization and workload organization Data analysis and data interpretation skills, in particular for performance data People Management Skills; mentor and drive people development; ensure high levels of employee engagement Strong and adaptable communication skills with the ability to influence and motivate Active Listening skills Defining performance standards and meeting service levels; manage resources; good time management Coaching Skills with an even temperament and the ability to give constructive feedback Good interpersonal skills Strong analytical abilities; ability to collate, manage and analyze data Adaptability / Flexibility Problem solving skills and adept at trouble shooting Resilient approach and the ability to manage under pressure Initiative / Proactive attitude Knowledge of the company disciplinary code and procedures Financial management; understanding of budgets and working within constraints and consequences of deviations to client relations / service agreements Education (Formal Qualification Required) 6 Months of call center operations or reservations operations experience or in a supervisory role 1 year of call center operations or customer service operations experience or in a supervisory role Desired knowledge of travel industry and call center operations Grade 12 or equivalent NQF4 level qualification Tertiary education in financial services would be beneficial but not a requirement Sound knowledge of a CRM system 1-2 years’ experience as an Agent Completed the in-house supervisory training Programme and product specific training Strong MS Excel and PowerPoint skills