Job Description

1 x Team Leader

Permanent : Permanent: 3 months probation then permanent in position

Purpose of the

Job : The primary function is to coach and develop Agents. Maximize collections and ensure Agents are adhering to company policies and procedures.

Minimum Qualifications and Experience: Matric Minimum two (2) years experience in coaching and development of staff. MS Office Package

Job Responsibilities : Listen to data voice recordings and examine the call quality Identify the positives and negatives of the call Provide feedback to both Agents on the coaching conducted Extract calls via Vici-dial daily Provide audit stats to an immediate superior daily Effectively plan, organize, manage, and direct the activities, services, and operations for Coaching and Mentoring of staff within the department To ensure that the KAMS are kept informed as to any unresolved issues regarding performance, debtor-related queries, etc. Staff Management Compiling daily feedback on agent attendance Updating of Attendance Registers Monitoring month-to-date progress and reverting to agents Managing leave requisition on ESS Ensure daily productivity is met To monitor the dialer activity and take the necessary corrective action where necessary to improve performance Issuing of discipline in accordance with company policies and procedures

Competencies Required Attention to detail Accuracy Ability to Focus Target Driven Excellent Communication Skills Able to liaise with clients Able to work under pressure Enthusiastic Energetic and vibrant Adaptive Learner Ability to work in a team environment

Additional Competency Testing : Computer Literate in Excel, Word Excellent written communication and numerical skills

Salary; Incentives & Commissions : Negotiable

Working Hours :(Mon- Fri / Mon-Sat) : Alternating weeks: 07h00 - 15h45 07h30 - 17h00 8 - 1pm (x1 Saturday)

Job Type: Full-time

Work Location: In person