Job Description

Main purpose:

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:

Inspire your team through coaching to deliver service excellence; Identify opportunities to make improvements to customer experience; To develop a focused and high performing team; To plan and prioritize team activities to deliver key measurable without compromise to quality; To drive key performance metrics for your team; Responsible for maintaining and improving the performance of your team through regular 1 on 1 sessions, reviews, PDP discussions and performance improvement plans; To manage team attendance in line with business requirements; Manage operational and regulatory risks, escalating as appropriate; Ensure information systems are operated to the required standard to maintain accurate and secure records; Ensure the team understands and adheres to the company and department standards, policies and procedures; Adhere to the Competence and Training framework policy and procedures to ensure each team member attains and maintains the required competency level to perform their role; Ensuring daily, weekly and monthly targets are achieved.

Qualifications

------------------

Matric or equivalent.

Additional Information

--------------------------

Experience, skills and attributes required:


1 Year experience managing an inbound or outbound call centre team; Experience in managing a team of approx. 12 - 15 agents; Excellent computer literacy; Billings experience will be advantageous; Ability to effectively and professionally communicate at all levels; Excellent networking and relationship building skills; Performance driven and customer service orientated; Proactive thinking in identifying and resolving issues; Forward thinking and ability to handle challenging situations; Excellent understanding of the call centre environment and its vision; Exceptional team work skills; Exceptional problem solving skills; * Planning and prioritization skills.