Job Purpose

The role of the Team Leader is to lead, guide, coach and support the team to achieve the
operational outputs. Managing a team of Contact Centre agents in a proactive, visible and
participative style. Ensuring that customers are provided the best possible experience
through, quality management. Providing full support to the Contact Centre Manager.

Principal Accountabilities
Identify, manage, and develop relationships with key partners to meet the objectives
and goals of the Company.
Ensure personal conduct is aligned to Company procedures.
In conjunction with HR, drive the recruitment and selection of contact employees to
ensure that SLA – Human Resource requirements are met.
Contribute to the implementation of change programmes and projects which impact
the Contact Centre.
Ensure effective and consistent communication throughout the team, encourage
feedback and customer insight in order to enhance the customer experience.
Produce daily, weekly, and monthly reports and dissemination information to
stakeholders.
Ensure service, SLAs and KPIs are continually reviewed and expectations are met with
optimum levels of quality and service delivery.
Implement control measures to ensure that the daily enquiries and ticket resolutions
are performed according to the SLA.i.e. logged, resolved, outstanding.
Embed a high-performance culture, framework and review the processes to achieve
service levels and improvements against set targets (Identifying and instilling best
practices, processes and systems and drive a continuously improving environment).
Maintain open and honest channels of communication at all levels across the business
to facilitate best-in-class sharing and root cause analysis.
Work with the Resource Planning team to ensure the most effective resource plans
are developed and achieved.
Lead and develop the team to ensure consistency in performance, stability, and
succession planning.
Ensure that teams provide customers with a friendly, professional, and consistently
high-quality service, helping to resolve various queries accurately and timeously.
Arrange activities to actively engage and provide support to the teams to ensure
better performance and achievement of SLA standards.
Carry out regular 1-on-1s, developing a culture where training and development are
a fundamental part of the team development, identifying actions and working with
trainers to ensure the skills and knowledge are developed effectively.
Flexibility to work in line with operational requirements.
Present a professional and favourable image of the business at all times.

Job Specific Capabilities and Experience:

Matric (Grade 12)
Minimum five years working experience in a Contact Centre
Proven experience in managing a team of people.
Relevant tourism experience
Diploma or a degree an added advantage

Technical Skills:
Proficient in Microsoft Office

Key Skills and Competencies
Flexibility to work in various shifts
Knowledge about US culture desirable
Empathetic and Emotionally Intelligent
Effective coaching and good communication skills
Time management and strong analytical skills
Meticulous attention to detail
Ability to deal with demanding customers and escalations
Energetic and motivating individual
Teamwork
Adaptable to changing business priorities
Customer Excellence
Developing Self and Others
Attention to detail
Attentive listening
Strong Learning agility
Conflict Management
Decision making and sound judgement
Ability to conduct team meetings
High Level of professionalism

Person Profile
Strong customer focus
Self- motivated and disciplined
Ability to work under pressure
Ability to communicate at all levels
Proven verbal, written and telephonic skills
Organised and methodical
Team player
Must be a role model in the team
Self-motivation and the ability to motivate others
High degree of flexibility
Culturally aware
Resilient and pro-active

Job Context
International travel may be required.
Required to work on public holidays.
Required to work night shifts.

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