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Johannesburg: Team Leader (Contact Centre) posted by Salt Employee Benefits

Team Leader (Contact Centre)

Posted on 2025-04-09

Employer Salt Employee Benefits
Salary 0
Category Administration Pa Secretary
Location Gauteng  /  Johannesburg

Job Summary

The purpose of this role is to ensure the day to day management of a team of Agents, in a manner that is in line with excellent service delivery. Coaches the team in order to ensure quality of delivery meets the appropriate standard. Communicates information in a timely, accurate and understood manner to all team members. Ensure that all Human Resources policies and procedures are observed.

Areas of Responsibilities/Key Activities

  • Monitor attendance of training interventions. Identification of training and development needs and provide feedback to the Manager.
  • Provide monthly report and weekly team stats submission
  • Provident the Manager with a queries spreadsheet on a daily basis before 8h30.
  • Ensure that Agents achieve a 95% call success rate.
  • Ensure regular feedback is given to Agents with regards to action plans that have been set.
  • Track and accurately update operational performance files for Agents on a weekly basis and ensure that daily stats is compiled and submitted to the Manager before 8h00 daily
  • Assisting the Agents with adhoc activities.
  • Answer a call within 3 rings.
  • Draw and maintain a walk-ins report daily and lunch roster to be submitted to the Manager weekly.
  • Ensure that abandoned calls are returned and listen in on voice calls regularly.
  • Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback.
  • Retains ownership where applicable and takes actions to resolve queries and provide customer feedback.

Record Keeping and Filing

  • Accurate interpretation and reporting of team.
  • Compiling and sending reports as required by the business for relevant updates

Reporting

Track and accurately update operational performance files for Agents on a weekly basis and ensure that daily stats is compiled and submitted to the Manager before 8h00 daily.

Query resolution

  • Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback
  • Work to resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate.

Innovative and Team Player

  • Drive teams performance on systems and all metrics in accordance to the contractual obligation.
  • Self motivated.

Relationship Management

  • Ensure that all Human Resources policies and procedures are observed.
  • Takes personal responsibility for coaching and mentoring others.

Time Management

  • Excellent time management.
  • Flexible and ability to work under pressure and multitask.

Education, Language & Qualifications

  • Valid Matric certificate
  • Clear credit and criminal record 2 years experience within a call center agent
  • Previous leadership and people management experience would be preferential

Essential Knowledge, skills and Experience

  • Good knowledge of overall call center processes
  • Good knowledge of Microsoft Outlook, Word and Excel
  • Accuracy
  • Technical skills in the development / coaching of others
  • Customer-centric approach
View Job  Gauteng: Manager/Assistant Manager €“ Credit Risk & Capital Management posted by Network Finance

Team Leader (Contact Centre) position available in Gauteng, Johannesburg. This job position was posted by Salt Employee Benefits. The job has been posted as a char8000 ad on 2025-04-09 at 13:38:15 in the Administration Pa Secretary category

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