Team Leader

Gauteng, South Africa

https://www.mncjobs.co.za/company/smollan

Job Description

Description
Job Summary:
To effectively manage subordinates within the Call Centre by ensuring that they deliver a service to
customers that is in accordance with the clients' requirements.
Key Responsibilities and Deliverables:
Administration

Maintain record keeping of staff scorecards timeously
Maintain and administer CVS system
Authorize Adhoc administration requested on CVS system
Ensure all customers/client interactions are dealt with
Ensure accurate record keeping of all staff files

Leadership and Team Management

Take full responsibility for performance of all direct reports, motivating and managing them in

relation to quality standards and agreed benchmarks and objectives, focusing on all aspects of
sound people management:
o Recruitment
o Development
o Remuneration and Rewards
o Performance Management
o Career path planning
o On-the-job training, coaching & mentoring

Set objectives and communicate standards, tasks, duties, objectives and goals to subordinates
Ensure that all employees comply with the necessary policies and procedures
Manage subordinates' performance
Identify training needs and train subordinates
Conduct monthly staff and team meetings
Take corrective action when required in accordance with code of conduct
Identify succession candidates

Client/Customer Satisfaction

Meet client / customer and company performance standards and ensure subordinates do

likewise

Maintain sound working relationships with clients /customers
Ensure client / customer queries are swiftly resolved
Provide regular feedback to customers / clients
Manage and handle all escalated client issues

Requirements
Minimum Qualifications: Diploma or Degree/NQF level 6 or 7
Minimum Experience: 4-5 years' experience within a Call Centre in Sales and Insurance environment and with first line management
Knowledge, Skills & Abilities: Computer hardware and software knowledge
Multi-tasking
Organised
Professionalism
Customer service skills
Problem-solving
Team leadership
Communication skills (verbal & written)
Work Level
Skilled
Type
Contract
Salary
Market Related
Duration
EE Position
No
Location
Gauteng

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