Call Center Manager/ Team Leader
Posted on 2025-03-03
Category | Customer Service Support |
---|---|
Location | eThekwini / Durban |
Job Summary
Responsibilities:
Implement a performance and consequence framework to address non-performers within Acceptable time frames. Manage agents who do not meet required performance standards through the internal improvement programme. Identify & develop remediation plans to address undesirable team behaviour. Deploy bespoke retention and development plans for key employees. Remain below agreed attrition thresholds. Achieve total collections against set client targets. Attain a minimum of 1st or 2nd ranking across all Mandates with 2 or more peer competitors. Meet and exceed stipulated financial targets as per mandates. Optimize operational productivity outputs as per agreed mandate performance remediation plans. Behavioural actions will be held accountable against the new Agency Leadership pledge. Assist new hires such that they are productive on the floor in the shortest possible time frame. Client Interaction, where required Daily/Weekly/Monthly. Ensure compliance with internal policies and procedures, external regulations, and information security standards. Collect and provide data required for various audits. Effectively manage team workload. Responsible for all Performance Management initiatives for the team Skills. Knowledge and understanding of the following legislation: Protection of Personal Information Act, and Magistrates Court Act. MS Office Organisational Skills. Multi-tasking. Negotiation Skills. Behavioural (Desirable). Deadline driven. Stress Tolerance. Accountable. Team Player. Problem Solving. Achieving personal work goals and objectives. Cope well with pressure and setback. Follow instructions and procedures.
Call Center Manager/ Team Leader position available in eThekwini, Durban. This job position was posted by . The job has been posted on 2025-03-03 in the Customer Service Support category
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