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ROLE SUMMARY 

The Team Leader is required to manage a team of Retentions and Sales Agents delivery on targets. It will also be expected that the role co-ordinates all the Call Centre strategies and operations, improving systems and processes. They will be held accountable for all the Call Centre service level criteria and to ensure effective operations. In addition, they must ensure on-going optimisation of staff performance, workflows, workforce planning, and employee engagement.  

 

QUALIFICATIONS

• Minimum Grade 12 or equivalent NQF level 4
• Customer Service qualification  or any relevant tertiary qualification
• B Degree Advantageous

 

EXPERIENCE

• 2 years experience in a supervisory role
• Call Centre Qualification

 

RESPONSIBILITIES

Operational

• Open all applications necessary and report all system error/defects/problems to the supervisor prior to the shift start time.
• Ensure that you meet all deadlines always set.
• Ensure that the Quality Management recommendations are implemented.
• Always maintain 80% service level agreement and above 5% abandoned rate on all telephone lines.
• Ensure there is enough staff on duty and arrange more staff should there not be enough staff.
• Test all phones and systems to ensure it works properly before and after shift.
• Any problems should be escalated to management or the IT department to resolve.
• Attending meetings where necessary.
• Continuously monitoring that the appropriate assistance is being rendered timeously
• Supervision of all staff by monitoring agent movement, activity, and productivity on real-time-basis.
• Monitor staff productivity continuously and ensure that there is enough staff on the floor to deal with all the call volumes and managing staff breaks around the daily requirements of the call centre.
• Provide support to agents, product information and problem-solving support when required.Ongoing performance evaluation of staff and monthly performance discussions with all staff to ensure that staff performs at minimum required level as set out by the Supervisor. 
• Solving staff and client queries.
• Summarize all complaints and send to Complaints Agent to provide formal feedback to the client.
• Provide feedback to all clients who experienced issues on that day before the close of business and if a query has not been resolved to ensure that it is handed to the shift swop team leader/ Supervisor and that the client is made aware that the matter is still being addressed.
• Submit the daily call centre performance report.
• Validate the client’s record.
• Log all the relevant details accurately and complete all relevant CRM fields based on the client’s request and information.
• Ensure continuity of service delivery by answering all incoming and internally transferred calls timeously and professionally.
• Effective and professional call attendance within required call duration service level criteria.
• Analyse the nature of assistance requested or further action required.
• Explain the benefits and limits applicable.
• Summarize and collate case related communications in the case register.
• Immediately act upon any omissions or service failures identified during the case management.
• Escalate unresolved complaints to the Supervisor or Manager without delay.
• Manage client expectations by communicating the workflow effectively.

 

COMPETENCIES

Empowering Individuals​: Empowering others by motivating, inspiring and encouraging them.
Directing People: Is comfortable leading people; coordinates and directs groups; seeks to control things.
Resolving Conflict: Is comfortable calming upset people; handles angry individuals well; is focused on resolving conflict and arguments.
Providing Insights: Very quick at getting to the core of a problem. Will improve things and find ways to improve. Likely to trust own intuition.
Understanding People: Good at listening and understanding how others are feeling and why people behave as they do. Is attentive and understands what motivate others.
Articulating Information: Presentation oriented, good at explaining things and confident when meeting new people.
Showing Composure​: Remains calm and does not get anxious before or during important events. Works well under pressure.
Making Decisions​: Comfortable making quick decisions, prepared to make big decisions and take responsibility. Holds definite opinions on most issues and rarely change their minds.
Directing People: Very likely to take the lead, take control of things and coordinating people.
Taking Action: Takes action to make things happen; uses initiative to start things up; shows drive and invests personal energy.

 

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