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Purpose of the Role:

Sigma SA (BPO) in Diep River and Retreat, CPT specializes in a range of industries such as financial, retail, transport, utilities & telecommunications. We are looking for a professional, high-performance individual with exceptional leadership, negotiation and client liaison skills, to be responsible for managing and leading a team of agents to achieve performance targets, while building a positive, engaged team environment.

Requirements:

• Minimum Matric / Grade 12 equivalent
• 2 – 3 years Team Leader experience within a BPO Contact Centre environment - Utilities experience essential
• Must be available to work rotational shifts, weekends and public holidays
• Solid technical knowledge and ability and thorough understanding of contact centre operations
• Computer literacy - intermediate to advanced in MS Office
• Minimum/Preferred Experience
• Customer Services experience as a Team leader

Competencies Required:

• Excellent communication skills, particularly good written English essential
• Excellent planning and organizational skills
• Proven leadership skills
• Building and maintaining relationships
• Ability to mentor and develop a team for high performance
• Conceptual thinking
• Ability to persuade and influence
• Strong drive and perseverance
• Attention to detail

Duties and Responsibilities:

• Agree to set goals with team members covering performance, quality and development areas
• Focus on career and skills development of team members
• Resolve people-related problems e.g. conflict of interest, absenteeism and disciplinary matters
• Drive the achievement of targets / KPI's are met
• Manage and maintain focused and highly motivated team members
• Support all team members by displaying the values whilst coaching, holding effective team meetings, and supporting the team with escalated customer interactions
• Manage staffing needs, productivity, and quality
• Manage Employees by ensuring continuous communication, feedback, motivation and Company behaviours are being lived
• Accurate Reporting
• Follow up on attendance
• Ensure company policies and procedures are communicated to the team

For application support queries please contact: support@trending-talent.com

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