TL - Team Leader

Ringfenced to UAL. 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 o New hires o Absenteeism o 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 eg seating, headsets Level of Authority • The job holder ensures that the team of agents follow the required instructions, company decision systems, policies and procedures • Any issues falling outside of standard operating practices and procedures are referred to the Operations Manager • Any decision made must be consistent for all team members • Coaching and leadership practices for the team assist in improved performance over an extended period of time. • Effective leadership of the team can lead to lower absenteeism and turnover improving performance. • Planning time frame is typically 1 week to 1 month Skills and Competencies 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 Planning and Organisational 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 analyse 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) Grade 12 or equivalent NQF4 level qualification Tertiary education in Sales / Marketing would be ideal Sound knowledge of a CRM system 1-2 years’ experience as an Agent 6-12 months’ experience as a Team Leader / Manager in a call centre environment Completed the in-house supervisory training programme and product specific training Strong MS Excel and PowerPoint skills