Vodacom Prepaid - Customer Service Team coach

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