Contact Centre Team Leader - Inbound

The Team leader will be responsible for the management and performance of a team of Inbound Call Centre agents based in both Joburg South and Silver Lakes. The team leader will be based in Joburg South mainly, but traveling to Silver Lakes may be required from time to time.

Main Responsibilities (including But Not Limited To)

Achieve daily and monthly abandonment rate target
Drive and achieve all key KPIs
Coach the agents every day to ensure positive results
Address all misconduct and incapacity related issues within your team
Aim to resolve all matters upon first contact (First call resolution)
Work with team members in order to increase motivation and drive results
Workforce planning
Take any escalated calls from clients and deal with them in a courteous and professional manner
Take responsibility for personal development
Promote service delivery and drive efficiency
Interface with support teams on any problem areas
Manage and track media correspondence within the team (Email, Faxes, Phone calls)
Retain ownership of and manage customer queries within turnaround times
Escalate and manage customer queries as required
Encourage a fun, competitive and productive atmosphere within the team
Capturing information according to set data standards
Conduct Quality Checks to identify areas of improvement and ensure consistency
Listening in on calls to ensure adherence to call quality as well as sales verification
Conduct weekly team meetings to ensure all relevant business communications and action plans are communicated to and understood by the team.
Recording stats, analyze trends and performance levels of the contact centre in relation to the strategic objectives and sales targets and preparing reports on a daily / weekly and monthly basis
Assist with any other adhoc tasks or duties assigned to you by the Contact Centre Manager