Contact Center

Contact Center – Team Leader Inbound
Pretoria, Gauteng


Posted 17 August 2021

Job Details

Job Description

The Team leader will be responsible for the management and performance of a team of Inbound Call Centre agents based in Silver Lakes.

Main Responsibilities (including but not limited to):

  • Achieve daily and monthly abandonment rate target
  • Drive and achieve all key KPI’s
  • 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
  • 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, 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
  • Assist with any other adhoc tasks or duties assigned to you by the Contact Centre Manager

Knowledge and Skills required:

  • Must have Excel experience
  • A successful track record in a leading/Supervisory role
  • 2 years working experience in a supervisory role in an inbound call centre
  • Attention to detail, organized and pro-active.
  • A team player with strong motivation to succeed

Must have’s

  • At least Grade 12
  • Great communication skills. Both oral and written.
  • 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