The Call Centre Team Leader is responsible for overseeing and managing a team of call center agents to ensure optimal performance, customer satisfaction, and achievement of departmental goals. This role involves leading, coaching, and developing the team while maintaining quality standards and driving operational efficiency
Main Job Functions
Team Management:
- Develop and implement performance management plans.
- Conduct regular performance reviews and provide feedback.
- Identify training needs and develop training programs.
- To strictly adhere to all Departmental and Company Policies, Procedures, and SOP's
- Coach and mentor team members to enhance their skills and performance.
- Manage team schedules, time-off requests, and attendance.
- Resolve team conflicts and address employee relations issues.
- Monitor call center performance metrics (e.g., call volume, handle time, customer satisfaction).
- Analyse call data to identify trends and opportunities for improvement.
- Develop and implement strategies to improve call centre efficiency and effectiveness.
- Ensure adherence to call centre policies and procedures.
- Handle escalated customer issues and complaints.
- Collaborate with other departments to ensure seamless customer experience.
- Foster a strong customer-centric culture within the team.
- Ensure team members deliver exceptional customer service.
- Identify customer needs and provide solutions.
- Build and maintain positive customer relationships.
- Problem-Solving - Ability to identify problems, analyse root causes, and develop creative solutions to address challenges and optimize product performance.
- Communication Skills - Strong verbal and written communication skills to articulate product vision, strategy, and requirements to diverse stakeholders and facilitate effective collaboration.
- Leadership - Ability to inspire and influence cross-functional teams.
- Adaptability - Comfortable working in a dynamic and evolving environment.
- Grade 12/ NQF 4
- Strong leadership and interpersonal skills.
- Ability to work under pressure and meet deadlines.
- Proficiency in call center software and systems.
- Knowledge of customer service principles and practices.
- Coaching and mentoring skills.
- Conflict resolution and negotiation skills.
- Ability to motivate and inspire team members.
- Strong organizational and time management skills.
- Proficiency in relevant software applications (e.g., CRM, quality monitoring tools).
- Bilingualism (advantageous).
- Experience in a specific industry.
