Team Leader

Back to all rolesTeam Leader ApplyJob detailsBPO / CarecarRandburgContractJob Description:· Manage overall operations and performance of the call Centre team· Create and drive a positive and high performing culture with a key focus on SLA’s and KPIs· Analyse and maintain all Service Level agreements· Manage overall team operations and performance with adherence to operational policies and procedures· Coach and develop employees through continuous performance improvement plans and implementation of best practices· Effective resource planning and management, based on workforce planning· Set key performance indicators for agents and review agent performance according to KPI’s· Implement and measure Quality Assurance standardsClient Success· Ensure adherence to Client SLA· Adherence to quality standards and identify areas of improvement to ensure client success. Ensure contract delivery is achieved through improved service standards with a focus on client SLAs.Member value· Ensure team is equipped/trained to fulfil enquiries consistently and effectively  · Design and implementing training programs and product knowledge, customer service skills and operational procedures.Member Experience and Operations· Coaching: Ensuring coaching and development of agents through continuous one-on-one sessions i.e. daily, weekly and monthlyManage all daily operational requirements including but not limited to the followingSchedule adherenceWorkforce Management and resource planning - Ensure optimal staffing levels and shift patterns to meet call volume demandMonitoring of SLA’s and KPIs, daily, weekly and monthlyEnsure the delivery of all contract's productive hours in line with demand requirementsLive Quality Management and Escalation ManagementPerformance Management:Set key performance indicators for agents and review agent performance according to KPI’s in conjunction with Operations headComplete weekly KPI reports with clear action plans and goals in preparation for meeting with internal stakeholders and clientDrive First Call Resolutions initiatives to enhance service experienceTraining:Ensuring all agents are fully trained to deliver on operational policies and proceduresImplementation of new policies, proceduresConstant refresher training and testingKnowledge sharing and calibration sessions are conductedTerritorial knowledge and expertiseDesign and implement training programs covering product knowledge, customer service skills, and operational proceduresQuality of Delivery:Ensure formal quality reviews are conductedCreation and management of personal improvement plansEnsure all work delivered to clients are conducted with a high level of integrityKey focus on the quality and accuracy of data captured during all operational processes Coach Staff for QA/Performance ImprovementCustomer Experience:Ensure agents are equipped with necessary knowledge and skills to resolve customer enquiries effectivelyHandle escalated customer issues requiring senior interventionMaintain high standards of customer service across all interactionEnsure implementation of best practicesMonitor behaviours and skills of team to ensure they are professional, friendly, confident, and capable with all aspects of interaction handling.Review and update productivity tools to monitor real-time and long-term performance, and to identify areas of improvement.Technical Enablement· Create / generate staff performance reports· Monitor & analyse Business intelligence to address performance issues and trends· Ensure all agents tools are operational· Ensure correct data captured is correct and accurate· Ongoing improvements and innovationPeople Platform· Ensure ongoing agent performance and standards of excellence· Ensure ongoing agent development· Effective change management· General management of code of conduct and operational call centre guidelinesUpload your resume to autofill the applicationUploadFirst name *Last name *Email *Dial codePhone numberLinkedIn profileResume...