Contact Centre Team Leader
Lesley Snyman and associates
- R Undisclosed
- Permanent Management position
-
East Rand
- Posted 08 May 2024 by Lesley Snyman and associates
- Expires in 17 days
-
Job 2566373
About the position
Lead, coach, and mentor contact centre agents and teams to achieve key performance indicators aligned to company objectives.
Minimum Requirements and Qualifications:
- Matric / Grade 12
- 4 years+ experience in customer service, including sales and lead generation
- 2 years+ in a 2IC or team leader role within a large contact centre
- Excellent interpersonal communication skills and customer service orientated
- Computer literate in MS Office (ERP/CRM knowledge advantageous)
- Able to work shifts and alternate Saturdays
Key Performance Areas:
- Drive revenue generation by leading contact centre team to achieve upselling and cross-selling targets
- Manage contact centre team to meet set KPI targets
- Quality assurance as per strict quality standards
- Facilitate training and development initiatives, including mentoring and coaching
- Monthly performance analysis reporting and feedback
- Analyze call centre data and metrics to identify trends, track performance, and generate insights for decision-making and strategy development
- Customer complaint resolution
- Implement disciplinary procedures when necessary
Desired Skills:
- Team Leadership
- Performance Reviews
- Customer Service Operations
- Sales Training
- Contact Centre Team Management
Desired Work Experience:
- 2 to 5 years Motorised Vehicle Service & Parts
- 2 to 5 years Team Leader & Supervisor
Employer & Job Benefits:
- Medical Aid
- Provident Fund
- 13th Cheque
Lesley Snyman and associates
About the agency
Lesley Snyman and associates (LSA) is a proudly South African, talent acquisition and recruitment specialist, skilled in the identification and resourcing of Human Capital.
At Lesley Snyman and associates we advance the career trajectories of our candidates by providing them with suitable opportunities for growth, development and career advancement.
In partnership with our clients, we develop an in-depth understanding of their unique corporate culture and of their specific requirements to facilitate the synergetic placement of talent.
Our mission is to embody the core values of Trust, Integrity, Honesty and Mutual Respect. In doing so we believe that we will be able to provide the best possible service to both clients and candidates alike.
We understand that just as each job specification differs, so too do the daily processes involved in identifying and recruiting exceptional talent.
Through the constant refinement of our business processes we aim to exceed the expectations of clients and candidates in the timely acquisition and appointment of successful applicants.
Some of our standard business processes include:
• The loading of new job advertisements
• The screening of suitable applicants
• The interviewing of selected talent
• The appointment of successful candidates
Furthermore, the following background checks and verifications are typically conducted:
• Qualification – Secondary and Tertiary; Courses and Certificates
• Credit History and Criminal Clearance (AFIS)
• Driver’s License and Identification Document (ID)
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