SASSA - Team coach

The Role: Contact Centre Team Coach
Based in Randburg
6 Month Fixed term contract

The position of the Team Leader is to lead an inbound voice/messaging customer services team and to maintain quality of service delivered in conjunction with Altron People Solutions customer goals and objectives. The Team leader is also expected to work within all teams of the Contact Centre to ensure that the APS Customer Experience is delivered all the time. 

Main Responsibilities will include but will not be limited to:
Leading and managing a team of +- 20 agents
Coaching and developing agents through continuous one-on-one sessions i.e. daily, weekly and monthly
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
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 and identify training needs
Resolve daily queries and promote service delivery
Compile reports and report on progress
Liaise daily with Workforce Management team to ensure effective resource planning.
Taking correct disciplinary measures where necessary
Compilation, development and maintenance of descriptive and statistical reporting on a daily, weekly and monthly basis
Strong internal and external relationship building
Ensure escalations processes are maintained and implementation of new processes with team buy in
Skills and Experience:
Previous Team leader experience within a Contact Centre environment (Customer Service /Messaging highly advantageous)
Good performance management experience
Grade 12 Certificate and leadership training
PROFESSIONAL AND INTERPERSONAL SKILLS:
Excellent communication both oral and written
Demonstrate the ability to manage workload and prioritize activities
High level of integrity, professionalism and trustworthiness
Problem solving skills
Excellent Attention to detail
A successful track record in meeting targets and achieving premium customer service
Positive attitude to work.