About the position
Introduction
Vacancy: Senior Contact Centre Team Leader
Location: Bedfordview
We're hiring a Senior Team Leader to lead and coach Team Leaders in a fast-paced contact centre. The role focuses on driving sales, meeting performance targets, and creating a high-energy, results-driven team culture. Ideal for a confident leader with strong contact centre and people management experience.
Main job purpose:
Manage, coach and mentor Team Leaders across various business lines to ensure achievement of set, communicated and tracked key performance indicators (inclusive of driving sales and achieving set targets) and behavioural standards of engagement towards achieving and exceeding company objectives and ensuring customer satisfaction.
Duties & Responsibilities
Main Objectives:
- Conducting needs assessments and defining user requirements for the team.
- Driving productivity, quality, and customer-service standards.
- Contributing information and analysis for input into Contact Centre strategic plans and reviews.
- Maintains and improves call centre operations by monitoring staff performance and initiating corrective action; identifying and resolving problems; ensuring turnaround time and completing action plans so as to ensure a low effort customer experience.
- Recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures.
- Prepares team performance reports by collecting, analyzing, and summarizing data and trends.
- Maintains professional and technical knowledge by tracking emerging trends in call centre operations environment, establishing and maintaining professional networks with key stakeholders so as to ensure business continuity.
- Accomplishes organization goals by accepting ownership for new and different projects so as to drive innovation and facilitate change management.
- Driving sales and campaigns strategies to ensure continues business growth.
Desired Experience & Qualification
Qualification(s):
- Grade 12.
- Supervisory Diploma (or equivalent).
Knowledge:
- Coaching and Developing staff.
- Escalation Procedures.
Skills:
- Microsoft Office.
- Telephony system.
- CRM.
- Industry Specific Systems.
Experience:
- 5-8 years Contact Centre experience.
- 3 years leadership experience.
