Call Center Team Leader

Call Center Team Leader
Company:

Cci Kenya


Call Center Team Leader

Details of the offer

To provide quality and efficient service to our clients leading, managing, developing and motivating a team of call centre agents.
Education (Formal Qualification Required)
Grade 12 or equivalent NQF4 level qualification

Tertiary education in Sales / Marketing would be ideal

Sound knowledge of a CRM system

1-2 years’ experience as an Agent

6-12 months’ experience as a Team Leader / Manager in a call centre environment

Completed the in-house supervisory training programme and product-specific training

Strong MS Excel and PowerPoint skills

Responsibilities

Ensure efficient daily operation of the team against KPI’s
• Drive the operating rhythm by providing daily direction and communication to agents to ensure that daily and weekly targets are met

• Respond to escalated customer issues from Agents

• Continually evaluate agent performance and conduct regular quality assurance checks of call and ensure processes and procedures are adhered to.

• Coach Agents on issues arising during the course of operations and QA sessions.

• Is available for employees who experience work problems providing appropriate coaching, direction and resolution

• Respond appropriately to daily discipline issues arising from the team and conduct return to work interviews as required

• Prepare warnings and communicates effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required.

Facilitates ongoing team performance improvement

• Identify and implement methods to improve team operations, efficiency, and service to customers and clients.

• Provide statistical and performance feedback and coaching to each team member as prescribed by the operating rhythm.

• Ensure employees have access to appropriate training and other resources to perform their jobs.

• Provide input into work procedures and processes that support the company and departmental procedures.

• Create and maintain a high-quality work environment so team members are motivated to perform at their highest level.

• Ensure that the physical working space is conducive to a productive working environment.

• Provide input into team awards and implement and manage incentive budgets

Monitor and plan weekly team performance

• Report and monitor daily and weekly on team performance statistics of

1. New hires

2. Absenteeism

3. KPI adherence

• Revise and update the plan on a weekly basis to ensure targets are met

• Compile and /or communicate team resource plan on a monthly basis and monitor adherence thereto

• Manage physical resources and tools of trade seating, headsets

Level of Authority

• The job holder ensures that the team of agents follow the required instructions, company decision systems, policies and procedures

• Any issues falling outside of standard operating practices and procedures are referred to the Operations Manager

• Any decision made must be consistent for all team members

• Coaching and leadership practices for the team assist in improved performance over an extended period of time.

• Effective leadership of the team can lead to lower absenteeism and turnover improving performance.

• Planning time frame is typically 1 week to 1 month

Job Requirements
Required education
: Bachelor's degree

Required relevant work experience
: 2 years

Required languages:
English (Spoken: fluent | Written: fluent)
Mandatory attachments
Please have a scan or photo of these documents ready when you start the application:
Self-prepared CV file
- the employer wants to see a CV that you have prepared yourself
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