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Results for call center team leader in Jobs in Cape Town
1
Quality Assurance Team Leader
CallForce is an award- winning BPO service provider of innovative customized contact Centre solutions from South African to the global market.
We are currently seeking a highly motivated and experienced Quality Assurance Team Leader to join our dynamic team. As a QA Team Leader, you will play a pivotal role in maintaining the highest standards of quality and ensuring the success of our international sales campaigns.
Key Responsibilities:
Lead and manage a team of QA analysts responsible for monitoring and evaluating sales agents performance in international campaigns.Develop and implement comprehensive QA processes and guidelines to ensure adherence to sales scripts, compliance standards, and best practices.Conduct regular quality assessments of sales calls, chat interactions, and other customer interactions to identify areas for improvement.Provide feedback, coaching, and training to sales agents to enhance their sales skills, product knowledge, and customer service abilities.Collaborate with campaign managers and trainers to develop and update training materials and ensure that sales agents are well-equipped to succeed.Generate and analyze QA reports and metrics to track performance trends, identify root causes of quality issues, and recommend corrective actions.Foster a culture of continuous improvement and quality excellence within the team.
Qualifications and Requirements:
3+ years’ experience in international sales campaigns, with a strong understanding of sales processes and techniques.3+ years’ experience in a QA TL / similar role within a call center/ BPO or sales environment.Excellent communication and leadership skills, with the ability to motivate and develop a high-performing team.Proficiency in using QA tools and software.Knowledge of international sales compliance regulations and standards.Rotational Shifts: 15:00pm to 4:00am
https://www.ditto.jobs/job/gumtree/2600386370?source=gumtree
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CallForce is an award- winning BPO service provider of innovative customised contact centre solutions from South African to the global market.
We are currently seeking a highly motivated and experienced Quality Assurance Team Leader to join our dynamic team. As a QA Team Leader, you will play a pivotal role in maintaining the highest standards of quality and ensuring the success of our international sales campaigns.
Key Responsibilities:
Lead and manage a team of QA analysts responsible for monitoring and evaluating sales agents performance in international campaigns.Develop and implement comprehensive QA processes and guidelines to ensure adherence to sales scripts, compliance standards, and best practices.Conduct regular quality assessments of sales calls, chat interactions, and other customer interactions to identify areas for improvement.Provide feedback, coaching, and training to sales agents to enhance their sales skills, product knowledge, and customer service abilities.Collaborate with campaign managers and trainers to develop and update training materials and ensure that sales agents are well-equipped to succeed.Generate and analyse QA reports and metrics to track performance trends, identify root causes of quality issues, and recommend corrective actions to present to client. Foster a culture of continuous improvement and quality excellence within the team.
Qualifications and Requirements:
3+ years’ experience in international sales campaigns, with a strong understanding of sales processes and techniques.
3+ years’ experience in a QA TL / similar role within a call center/ BPO or sales environment.
Excellent communication and leadership skills, with the ability to motivate and develop a high-performing team.
Proficiency in using QA tools and software.
Why Join CallForce:
Competitive salary package.
Opportunity to lead and make a significant impact on the success of international sales campaigns.
Collaborative and supportive work environment.
Access to ongoing training and development programs.
Work with a diverse team and participate in exciting global campaigns.
https://www.ditto.jobs/job/gumtree/3674825602?source=gumtree
3d
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The Role: Our company is a leading omni-channel retailer, delighting our customers with an innovative range of curated products on personalized terms. Our aim is to provide multiple, convenient and easy retail shopping channels to guarantee that we meet all our customer expectations. Essential function: The purpose of Technical Services is to provide structure and control of the functions responsible for diverse technical operations which generally involve IT infrastructure such as hardware, software, networking and information security in both physical and virtual environments.The main goal is to minimize downtime and maintain business productivity.This is a dual role for a customer centric individual that both leads the team and performs HR management functions for all direct reports and also acts as a hands on team member to provide technical and user support to all users of end computing devices.This includes, but is not limited to the installation, maintenance and support of end user devices such as PC Workstations, laptops, VOIP telephones, mobile devices, printers, scanners, Windows 10 operating systems, the Microsoft Office Suite and all other related business applications.This role ensures that all calls logged at the service desk are allocated to the correct team members, provide the appropriate attention according to ICTs priority index and are resolved within Service Level AgreementsSkills and Experience: Essential Qualification Skills: Grade 12/Matric/NQF 44 - 5 yearsâ?? experience in a similar roleITIL certification and /or experienceMicrosoft AD, System Center, HyperV, RDS, Microsoft Clusters, SAN, Veeam, VMWare, Linux, Hybrid Compute, Cloud, Azure, O365, InTune, AWS EKSKey Accountabilities: Key Performance Areas: Operational supportComplete service requests / incidents / tasks logged on Service desk timeouslyEnsure that team members complete all calls and tasks timeouslyEnsure that all third paries complete all calls and tasks timeously and escalate to Service Delivery Manager at signs of calls breachingKeep the business constantly updated when incidents arise, the duration thereof and resolutionOperational proceduresAdhere and contribute to Technical Services proceduresPlan, deploy and maintain all Hybrid infrastructureEnsure all DR plans are accurate, maintained and adjusted where necessaryMaintain all Information Security Controls applicable to the Infrastructure teamProject ManagementComplete documentation as required (Technical and Corporate e.g. Incident Reports)Human Resources procedures and support Plan, schedule and participate Server Infrastructure teams standby weekend and public holiday shift rosters and leave schedulesManage the performance of all direct reports (formally and informally), ensuring that regular feedback is given/received, coaching and mentoring on performance is given/
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA5XzU4MjY3X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1130933&xid=1109_58267
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Student Support Supervisor (JB1579) Century City Market Related MAIN PURPOSE OF JOB: To maintain customer satisfaction, service delivery and student retention through effective management of the Student Support and Student Services Department and related sub-departments.REQUIREMENTS OF THE JOB: Grade 12Tertiary qualificationExcellent people supervisory qualification or relevant working experienceExcellent communication skillsPC skills, MS office proficientProfessional and confident telephone mannerExcellent organisation, negotiation and admin skillsAbility to research and compile business casesExperience in call center technologiesKEY PERFORMANCE AREAS: Manage team leaders and student advisorRecruitment and trainingWeekly, monthly reports for Operations ManagerOperational planning and execution in contact centreStrategic forecasting and re-reengineering of department to enhance service excellenceContact centre/department and client data analysisEnsuring that service levels are achieved and enhanced with clients and service providersPerformance managementRegular staff meetingsEnsuring agent motivation and alignment to business protocols, vision and missionOversight and day to day management of staff within departmentMIS reporting Management, development and leadership of staffManagement of policies and proceduresOperational planning and reportingManagement of department payroll and spendAdhoc duties
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA5XzY3NjM5X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1167073&xid=1109_67639
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Role purpose:The Operational requirement for the SQA’s consists of the following with regards to the new Quality Framework;• Complete end-to-end agent assessments in order to ensure that the customer’s experience with the Call Center results in First Call Resolution and tNPS• Coach and feedback to agents to ensure FCR improvement.• Support the Team Leaders and Supervisors with feedback, urgent call traces, trend analysis and other adhoc support functions.• Attend Quality Framework calibrations and team meetings• Visit Business partner sites and do side by side call listening and capture process gaps• Perform and report Gap analysis• Publish reports and track progress• Compile reports on analysis completed• Coach QA’s and TL’s within Business unit, found non adherence to the set model• Monitor sampling methodology at the beginning of each month• Fortnightly reviews to check progress and address issues• Knowledge of Telecomms products and services CRM Tools advantageous Extensive Knowledge of QC techniques (Call Evaluation, Coaching, Feedback, Data Analysis)Proficiency in MS Word, MS Excel & MS PowerPointSkills:Conflict management skillsCoaching and FeedbackProblem solving skillsStress managementCommunications skills – verbal and written is essentialFacilitation skillsInterpersonal skillsAnalytical skills to be able to assimilate data from different sources and create actionable insightsStakeholder managementNegotiationTime ManagementExperience:Education:MatricA relevant Degree/Diploma or 3 yrs experience in Quality management frameworks1yr Experience in Business analysis / Business Improvement/ Data analysisCustomer Experience methodologiesAgile methodologyThe site operates on a 24/7 basis, whereby we will be offering transport home for those working unsociable hours. We will also be offering a hybrid WFH and WFO
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA4XzQxOTkyX180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1129169&xid=1108_41992
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