The key purpose of this role is to lead, coach, develop, motivate and retain a team of advisors while ensuring that we offer the best service to all our customers.
Key responsibilities
Deliver success against KPI targets and plans, through effective management of people.
Create a positive learning environment that empowers and develops team members
Be a role model who participates in achieving the wider contact centre overall objectives to allow a first class Sales environment.
Gathering information to analyse problems and generate solutions in taking the initiative by going beyond job remit and identify areas for improvement with a "can do" attitude.
Understands the Business in that you are aware of the business strategy, products, service and organisational structure.
Understanding the wider implications around team engagement and how it links to the focus on reduction of attrition and absenteeism.
Organises and plans ahead in terms of work schedules and activities to meet deadlines and quality measures, whilst considering the needs of others so as to ensure that the overall goals and objectives are met.
Supports others by sharing knowledge and expertise which promotes effectiveness of individual performance and how this contributes to the team goal.
Conduct Performance reviews
Lead, coach and develop direct reports in a way that ensures their skills are being focused on generating high levels of KPI attainment, customer satisfaction and compliance.
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