Contact Centre Team Leader
We are looking for a Team Leader to set monthly targets with campaign manager. To report daily to campaign manager on overall team performance against agreed target. Implement action plans identified in weekly team review meetings together with campaign manager.
This position will be based at our branch in the Liberty Towers, Durban CBD.
- Manage day to day running of the team(all aspects)
- Manage the performance of the agents – formal monthly / weekly reviews to be done and presented to management on a weekly basis.
- Manage talk time
- Manage attendance with the assistance from HR
- Maintain the attendance register
- Maintain discipline within the team
- Initiate disciplinary action with assistance from HR
- Keep proper documentation on all the agents in the team
- Responsible for the planning and management of leave rosters
- Coaching and mentoring of team
- Setting of incentives
- Liaise with call centre manager on all levels of team management
Are you this person?
- Minimum 6 months sales experience
- Excellent written and verbal communication skills
- Be numerate, literate with computer knowledge
- Communicate in a clear and concise manner
- Excellent telephone skills
- Dedicated worker with good time management and patience
- Administrative abilities
- Leadership ability
- Attention to detail