Vodacom Prepaid - Customer Service Team coach
iSON Xperiences
Randburg, ZA
6d ago
source : WHATJOBS

The Role :

OVERALL PURPOSE OF JOB :

The position of the Team Leader is to lead an inbound / outbound team within the Operations environment to ensure that all targets are met accordingly, to maintain quality of the service from the agents and to ensure that it gets delivered in conjunction with Bytes People Solutions customer goals and objectives.

The Team Leaders are also expected to work within all teams of the Contact Centre to ensure that the BPS Customer Experience is delivered all the time every time.

A strong focus upon the delivery and achievement of staff satisfaction and customer satisfaction targets are essential.

Main Responsibilities will include but will not be limited to :

Leading and managing a team of +- 13 agents

Coaching and developing agents through continuous one-on-one sessions i.e. daily, weekly and monthly

Total performance management, monitoring and driving team targets

Attendance and leave management process and updating matrix

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 meet agent adherence and reach service levels (Basic Metrics i.e. NPS, FCR and AHT).

Set key performance indicators for agents and review agent performance according to KPIâ??s in conjunction with Contact Centre Manager on a regular basis

Assist in agent career development

Resolve daily queries

Compile reports and report on progress

Liaise daily with Workforce Management team to ensure effective resource planning.

Taking correct disciplinary measures where necessary

Assess and identify training needs

Promote service delivery

Escalate and manage customer queries as required

Coach staff on BTG / BPS policies and procedures

Compilation, development and maintenance of descriptive and statistical reporting on a daily, weekly and monthly basis

Develop and gain approval of and execution of all deliverables

Develop, contribute to and maintain the team and Contact Centreâ??s outputs and KPIâ??s

Strong internal and external relationship building

Represent the customer to the rest of the business â?? 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.

Skills and Experience :

KNOWLEDGE AND SKILLS :

Proficiency in MS Office

Good interpersonal conflict resolution skills

Good team leadership and people management skills

EDUCATION, QUALIFICATIONS, EXPERIENCE NECESSARY :

Grade 12 / Matric

Previous Team leader experience within a Contact Centre environment / experience in a Technical Support environment will be advantageous

Good performance management experience

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