Team Leader - Pretoria at AVBOB South Africa

Duties & Responsibilities

• Leading and managing a team of +- 15 agent
• Coaching and developing agents through continuous one-on-one sessions
• Total performance management, monitoring and driving team targets on all Contact Centre channels (e-mail, Outbound, Inbound, chat, social media)
• Attendance and leave management process and WFM
• Manage and motivate agents through different forms
•  Quality management/improvement through call evaluations for each agent weekly
• Provide coaching and feedback to agents weekly
• Ensure that all agents reach service levels and meet agent adherence
• Set key performance indicators for agents and review agent performance according to KPI’s in conjunction with Contact Centre Manager on a regular basis
• Assist in agent career development
• Compile reports and report on progress
• Liaise daily with Workforce Management team to ensure effective resource planning. (e-mail, Outbound, Inbound, chat, social media)
• Taking correct disciplinary measures where necessary
• Assess and identify training needs
• Promote service delivery
• Escalate and manage customer queries as required
• Coach staff on policies and procedures
• Compilation, development and maintenance of descriptive and statistical reporting on a daily, weekly and monthly basis
• Develop, contribute to and maintain the team and Contact Centre’s outputs and KPI’s
• Strong internal and external relationship building
• Represent the customer to the rest of the business – Customer Advocate
• Excellent communication both oral and written
• Ensure escalations processes are maintained and implementation of new processes with team buy in
• Be proactive with own development using available learning resources on a daily basis

Requirements

• Grade 12.
• NQF level 5 qualification
• 3 Year’s + experience within an inbound/outbound Contact Centre environment, with at least 1 year as a 2IC.
• Understanding key call center KPI’s in a multiskilled environment as well as workforce scheduling and planning principles. Understanding other service channels (web , chat, e-mail)
• Previous experience in a leadership role within a contact centre would be advantageous
• Client Service management
• Operational planning
• Relevant Insurance industry legislative and regulatory knowledge