Contact Center – Team Leader Full Time

The Team leader will be responsible for the management and performance of a team of Lead agents based based in Silver Lakes:
Main Responsibilities (including but not limited to):

Achieve daily and monthly targets by driving and achieving all key KPI’s
Coach the agents every day to ensure positive results
Circulate & educate consultants on new product launches, market and industry analysis, process changes etc.
Address all misconduct and incapacity related issues within your team
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
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
Conduct weekly team meetings to ensure all relevant business communications and action plans are communicated to and understood by the team.
Recording stats, analyse 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
Make sound judgements in the interest of the customer and team as and when required within scope of responsibility
Monitor and Drive Sales Performance and Productivity
Lead Prospect Management
Increase customer satisfaction and sales via process improvement initiatives
Assist with any other adhoc tasks or duties assigned to you by the Contact Centre Manager
Knowledge and Skills required:

Ability to build rapport with customers and qualify their requirements

Commitment to hitting targets
Excellent customer service skills
Resilient, Ambitious, Target Driven
The ability to lead a team and to build strong working relationships
The capacity to make quick but rational decisions
Aptitude to manage numerous requests and time demands concurrently while achieving company goals and targets
Must have’s

At least Grade 12
Marketing or Sales background
A valid driver’s license
Must be completely fluent in Afrikaans and English
No criminal record
Contactable references
Package includes:

15 Days Annual Leave
Momentum FundsAtWork Provident Fund

Closing date: not specified
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