Call Center Team Leader
Durban, South Africa
1d ago
source : Executive Placements

Our client who operates a outbound call center in Durban central is seeking an experienced and motivational Call Center Team Leader to join their dynamic team.

Urgent appointment.

An awesome career opportunity awaits.

Requirements :

  • Min Grade 12
  • Min 2 year previous Team Leader experience ( call centre outbound sales environment)
  • Attention to detail
  • Able to provide reporting and analyse same
  • Effective coaching and mentoring skills
  • Innovative and inspirational
  • Performance driven and able to meet targets
  • Outstanding time keeping and attendance
  • Good communication skills
  • Administrative skills
  • Able to build a team up to 18 outbound sales agents
  • Fully Vaccinated (proof required)
  • General Duties :

    1. General Administration

  • Daily Register and attendance reports
  • Confirmation of client information where agents requests
  • Logging IT Complaints
  • Reporting on absenteeism, productivity, sales results and coaching sessions conducted
  • Assist with walk in clients, including logging queries with customer care
  • General Filing of employees’ documents
  • 2. Recruitment and HR functions

  • Ensure accurate staffing levels are recruited, maintained and liaise with management for any advertising requirement
  • Ensure compliance to the Disciplinary Code of Conduct and procedures.
  • Set Up new trainees in the online training portal
  • Follow the Disciplinary Code of Conduct and procedures when required.
  • Assisting in completing and submission of leave forms and attach relevant supporting documents.
  • 3. Sales coaching

  • Supervising and monitoring agents within your team, average team size target of 18 agents
  • Motivate & inspire team members to perform their duties and reach their individual KPI’s
  • Recognise & celebrate team & individual accomplishments & exceptional performance
  • Organise and facilitate team meetings
  • Performance management
  • Conduct performance reviews
  • Call evaluations and follow up coaching.
  • QA investigations and feedback to agents and Manager (including communication with the Training department)
  • Assist with referring agents for training when necessary
  • Leads Verification, Management and Generation (referrals, capturing and dispositioning)
  • 4. Other :

  • Open and Locking up Office when required
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