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Durban: Team Leader posted by Riseup Management

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Job Description

About the Role

As a Team Leader at Riseup Management, you will be responsible for managing the daily operations of a team of Call Centre Agents in our Durban office. You will be expected to drive team performance against key performance indicators (KPIs) and ensure adherence to client SLAs, company policies, and regulatory requirements.

Key Responsibilities

  • Manage daily operations of a team of Call Centre Agents
  • Monitor and drive team performance against KPIs (AHT, QA, Conversion, CSAT, Attendance, Productivity)
  • Conduct coaching sessions, performance reviews, and development plans
  • Handle escalations and resolve complex customer queries
  • Ensure adherence to client SLAs, company policies, and regulatory requirements
  • Compile and submit daily, weekly, and monthly performance reports
  • Support training, onboarding, and upskilling of new and existing staff
  • Drive team motivation, engagement, and retention

Requirements

  • Minimum 2 years’ Call Centre experience (Insurance industry preferred)
  • Minimum 1 year Team Leader / Supervisory experience in a Call Centre or BPO environment
  • Grade 12 / Matric
  • Clear criminal record
  • Strong leadership and people management skills
  • Strong reporting and administrative skills
  • Computer literate (MS Excel, CRM systems, Workforce systems advantageous)

Qualifications

(No qualifications mentioned in the original job description. Skipping this entire section.)

Salary & Benefits

(No salary or benefits information provided in the original job description. Skipping this entire section.)

How to Apply

Click the green “Go Apply” button below to apply directly online with the employer.

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About Client Services/Sales Support Jobs in Kwazulu-Natal

The Client Services/Sales Support field is a rapidly evolving sector in Kwazulu-Natal, with many multinational companies operating in the region and requiring skilled professionals to support their sales teams. Typically, this role involves providing administrative support to sales representatives, managing customer relationships, and assisting with sales process-related tasks. Generally, candidates with strong communication and interpersonal skills are well-suited for these types of roles.

The salary range for Client Services/Sales Support positions in Kwazulu-Natal is broad and can vary depending on factors such as experience, company size, and industry sector. Broadly speaking, entry-level positions may fall within the R30 000 – R50 000 per annum range, while more senior roles could potentially exceed R80 000 – R120 000 per annum. However, it is essential to note that actual salaries can vary significantly depending on individual circumstances.

Common skills required for Client Services/Sales Support roles include excellent communication and interpersonal skills, attention to detail, organisational abilities, and the ability to work under pressure. Typically, a strong proficiency in Microsoft Office software, particularly Word, Excel, and Outlook, is also essential. Additionally, the ability to build rapport with clients and colleagues, as well as effective time management and problem-solving skills, are highly valued.

The Client Services/Sales Support field is often associated with various industries, including financial services sector, technology industry, manufacturing sector, and more. Many companies in these sectors require skilled professionals to support their sales teams, making it a diverse and dynamic field to work in.

In terms of career development, Client Services/Sales Support roles can provide a solid foundation for advancement into more senior positions or related fields such as account management, business analysis, or project coordination. Typically, candidates with strong performance records and a willingness to take on additional responsibilities can expect opportunities for career progression within the company or industry.

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This information provides general career guidance. Actual salaries and requirements vary by employer.



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