Johannesburg: Call Centre Team Leader (Talent Pool) posted by Genpact SA

Please note that this advert is for building a Talent Pool – therefore should you meet the requirements and ahve the relevant experience and wish to add your profile to the talent pool for consideration for future roles you may apply In this role, you will be responsible for liaising between the Operations Leader and the team of associates, to ensure the clients services are delivered promptly and accurately in accordance with the Service Level Agreements. You are encouraged to drive team performance, ensuring daily service level metrics are met while maintaining a high level of accuracy, providing mentorship and development to associates, facilitating team meetings, and meeting defined quality, customer experience and efficiency requirements. Responsibilities Should be operation expert and able to handle 17-20 resources Managing the day-to-day activities of the team Manage day to day activities across all Genpact required activities, ensuring a seamless customer experience throughout the Customer Service journey Identify focus teams each month and provide/develop materials to be used for necessary coaching and training to improve the overall teams performance Monitor and evaluate calls using evaluation standards and forms mandated by the client Provide analysis in evaluated calls and identify gaps that impact KPIs Conduct calibration sessions with Supervisors and Team Leaders, facilitate synergy sessions/team huddles to communicate updates and TD/MTD performance Development and implementation of training strategies that will impact site CQ metrics, decrease defects and regulatory violations and other key performance metrics Works closely with other members of the Training and Call Quality team to ensure effective implementation Create Governance Reporting such as weekly and monthly decks Enforce Genpacts guidelines and policy across the operations team Partner with Training and other Support Functions to ensure a seamless operation Track, analyze and monitor performance of the teams under their care Keep up to date with the best practices to ensure a continuous improvement environment and added value to Genpact and its Client(s) Minimum Qualifications Experience as trainer, front line manager, quality analyst or similar in a Voice Process Very good understanding of Customer Service integral components High School Graduate Self-motivated with ability to work both independently and as part of a team; Ability to handle client on one-on-one basis, via e-mails and calls; English Proficient both written and spoken Excellent written and oral communication skills and detail-oriented; Great customer orientation, crisp communication skills, positive and proactive attitude, result-oriented; Ability to learn, adapt, upskill and work independently; Ability to work under tight deadlines across multiple projects in parallel and different time zones. Good prioritization skills; Working experience in PowerPoint, Word and Excel Numerical Skills for Analysis and Reporting Should be flexible in shift timings – must be willing to work shifts, including night shift as well as public holidays Strong organizational skills to give the team direction. Preferred Qualifications/ Skills Multinational/ BPO background is preferred Lean Six Sigma Trained and Tested Please note that this advert is for building a Talent Pool – therefore should you meet the requirements and ahve the relevant experience and wish to add your profile to the talent pool for consideration for future roles you may apply