Seeking Team Leaders to start ASAP -Night shift

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General Details
, WoodstockCape Town
Advertised By: Agency
Job Type: Full-Time
Employment Equity: Non EE/AA

The purpose of this role is to ensure the day to day management of a team of Agents, in a manner that is in line with excellent service delivery to meet the client’s contractual obligations.

1. People Management

· Coaches the team in order to ensure quality of delivery meets the appropriate standard

· Measures and manages the team to ensure out-of-line situations are immediately addressed

· Communicates information in a timely, accurate and understood manner to all team members

· Ensure that all Human Resources policies and procedures are observed

2. Communication and Feedback

· Conduct team briefs as scheduled by the work force management team and inline with the weekly focus agenda set by the Operations Managers

· Ensure regular feedback is given to Agents with regards to action plans that have been set

· Ensure all relevant business communications are communicated to the team as and when required

3. Reporting and Administration

· Sign off Agents timesheets on a weekly basis

· Track and accurately update operational performance files for Agents on a weekly basis

· Compiling and sending reports as required by the business for relevant updates

4. Customer Satisfaction

· Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback

· Work to resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate

· Drive teams performance on systems and all metrics in accordance to the contractual obligation.

Minimum Requirements:

Must have matric

Must be credit and criminal clear

Must be willing to work night shift

Must have a min of 3 years Team Leader or management experience


R19 - R21 per hour

If you meet the requirements, please send your cv to [email protected]

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