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Team Leader – Inbound

Job Overview

  • Postal Code 0000
  • Salary Offer R35000 per month

Key Purpose

The team leader position is responsible for providing quality and efficient service to customers through the daily management of a team of agents including motivating, recognizing and rewarding, coaching, counselling, training, and problem solving.

Key output:

  • Effectively manage a team of inbound agents
  • Ensure SL and outputs are being achieved by the team
  • Effective management of inbound productivity within team
  • Ensure sales, campaigns, servicing and productivity levels are achieved
  • Handle escalated calls and queries
  • Responsible for the total performance management of the team
  • Set daily, weekly and monthly targets for the team
  • Ensuring all call quality evaluations are regularly performed and conduct regular discussions with the team
  • Presents weekly and monthly reports to management
  • Auditing of agents’ stats ensuring accuracy is achieved
  • Create a positive working environment that enables agents to be motivated to perform at required level of service.
  • Ensure the smooth running of the Call Centre by monitoring and analyzing agent activities
  • Ensure that all relevant administrative processes are correct
  • Contribute to customer service by assisting agents to solve or escalate customer queries.
  • Act as liaison between agents and all other relevant role players
  • Measure and provide input to personal development of agents.
  • Identify real-time trends and escalate to the relevant role players
  • Making sure that adhoc duties are attended to
  • Regular and accurate submissions of timesheets
  • Performs other duties as assigned or required
  • To promote the company’s values
  • To perform coaching and counselling
  • To perform monthly performance discussions
  • To familiarize with the disciplinary code of the company and implement accordingly
  • To motivate and inspire staff
  • To take a leadership role in directing performance and quality
  • To continuously grow and develop the team and the self

 

QUALIFICATIONS AND EXPERIENCE

  • At least 1-year team leader / senior experience in a call Centre
  • Knowledge of call centre technology
  • Matric
  • Proficient in English and at least 4 other languages
  • Excellent verbal and numeracy skills
  • Excellent communication skills (verbal and written), and comprehension of the English language
  • FAIS accredited / RE 5 (advantageous)
  • Industry relevant NQF 5 (advantageous)
  • Experience in managing and analysing data

Computer literacy in the following:

  • MS Outlook
  • MS Excel
  • MS Word

COMPETENCIES

  • Strong leadership qualities, able to drive performance within a team
  • Create a performance driven culture
  • Coaching and mentorship abilities
  • Knowledge of performance management
  • Results driven
  • Ability to cope in a stressful environment
  • Effective communicator
  • Organisational skills and effective time management
  • Client service focused
  • Strong ability to sell products telephonically
  • Excellent numerical and verbal ability
  • Exceptional communication skills – predominantly listening skills i.e. identifying the problem
  • Assertiveness combined with patience and tolerance.
  • Pro-active problem solver, showing initiative.
  • Excellent time management skills
  • Professionalism
  • Attention to detail

How To Apply

You can apply directly on the website or you can send your cv to mamatshego@rizali.co.za

Only qualifying candidates will be contacted.

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Contact Us

About Us

RIZALI STAFFING SOLUTIONS is a 100% Black Economic Empowerment woman owned and managed recruitment and staffing company.

With a level commitment and passion that in executive recruitment, we aim to deliver professional service backed with honesty and integrity.

About us

Contact Us

Head Office, Midrand
Halfway Gardens, GP 1685
P.O.Box 12575, Vorna Valley, 1686
+ 27 (83) 313-9643