Job Description

The position of the Team Leader is it to lead a team of multi skilled call center agents within the customer service environment to ensure that all Service targets are met accordingly. Team Leaders are expected to maintain the quality of the service from the agents and to ensure that it is delivered in line with the AVBOB.

You will be working for a company that is over 100 years old with strong values which are customer centric.

Duties & Responsibilities

• Leading and managing a team of +- 15 agent
• Coaching and developing agents through continuous one-on-one sessions
• Total performance management, monitoring and driving team targets on all Contact Centre channels (e-mail, Outbound, Inbound, chat, social media)
• Attendance and leave management process and WFM
• Manage and motivate agents through different forms
• Quality management/improvement through call evaluations for each agent weekly
• Provide coaching and feedback to agents weekly
• Ensure that all agents reach service levels and meet agent adherence
• Set key performance indicators for agents and review agent performance according to KPIxe2x80x99s in conjunction with Contact Centre Manager on a regular basis
• Assist in agent career development
• Compile reports and report on progress
• Liaise daily with Workforce Management team to ensure effective resource planning. (e-mail, Outbound, Inbound, chat, social media)
• Taking correct disciplinary measures where necessary
• Assess and identify training needs
• Promote service delivery
• Escalate and manage customer queries as required
• Coach staff on policies and procedures
• Compilation, development and maintenance of descriptive and statistical reporting on a daily, weekly and monthly basis
• Develop, contribute to and maintain the team and Contact Centrexe2x80x99s outputs and KPIxe2x80x99s
• Strong internal and external relationship building
• Represent the customer to the rest of the business xe2x80x93 Customer Advocate
• Excellent communication both oral and written
• Ensure escalations processes are maintained and implementation of new processes with team buy in
• Be proactive with own development using available learning resources on a daily basis

• Grade 12.
• NQF level 5 qualification
• 3 Yearxe2x80x99s + experience within an inbound/outbound Contact Centre environment, with at least 1 year as a 2IC.
• Understanding key call center KPIxe2x80x99s in a multiskilled environment as well as workforce scheduling and planning principles. Understanding other service channels (web , chat, e-mail)
• Previous experience in a leadership role within a contact centre would be advantageous
• Client Service management
• Operational planning
• Relevant Insurance industry legislative and regulatory knowledge

AVBOB