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Team Leaders – Inbound (Norwegian / Danish / Swedi
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2 years ago3237 views
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General Details
Location:
Advertised By:Agency
Company Name:ABC Worldwide
Job Type:Full-Time
Description
Our client, a call centre located in Randburg, Johannesburg, are looking to employ Team Leaders who are Norwegian, Danish, Swedish and Dutch speakers. Shift work is required, depending on the territory and their call centre is open 7 days a week, averaging time between 7am and 11pm).
Minimum Requirements
- Grade 12
- Must be bilingual (verbal and written) in English and one of the following languages:
- Dutch
- Danish
- Swedish
- Norwegian
- Previous Inbound Contact Centre experience or,
- Previous Team Leader / Supervisory experience in a service environment
- Previous international contact centre experience will be advantageous
- Fully computer literate in all Microsoft packages (Word, Excel, Outlook and Internet)
- Availability to work shifts (International Call Centre)
Operations Management and Continuous Improvement
- Coach and develop employees through continuous one-on-one sessions i.e. daily, weekly and monthly
- Effective resource planning by managing work attendance and leave
- Ensure all contact channel services levels are met
- Set key performance indicators for agents and review agent performance according to KPI’s in conjunction with Operations head
- Anticipate escalations and take over requests when needed
- Conduct root cause analysis on all detractors
- Ensure escalations processes are maintained and implementation of new processes with team buy in
- Assign and monitor the productivity and quality of interactions performed by the team
- Ensure all work delivered to clients are conducted with a high level of integrity
- Drive all day-to-day operational activities through to successful completion
- Ensure all team members are responding to customer concerns in a timely and efficient manner
- Monitor behaviours and skills of team to ensure they are professional, friendly, confident, and capable with all aspects of interaction handling
- Review and update productivity tools to monitor real-time and long-term performance, and to identify areas of improvement
People and Performance Management
- Manage the development, performance, capability and capacity of the employees
- Ensure that all agents meet agent adherence and reach service levels (Basic Metrics i.e. NPS, FCR, AHT, QA)
- Enhance staff morale & motivation through reward and recognition
- Determine training needs and identify coaching opportunities to develop knowledge, skills and behaviours in the team
- Mentor new hires
- Demonstrate knowledge, passion, and a creative aptitude to consistently achieve and exceed targets
- Offer guidance and support to all team members to mini...
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Id Subtitle 1028445151
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ABC Worldwide
Selling for 2+ years
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Active Ads378
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We are a dynamic and innovative media solutions group dedicated to driving success through cutting-edge multichannel strategies. Our mission is to deliver impactful and effective media solutions that empower our clients to excel in the digital communications industry.
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An experienced Insights Specialist with in-depth knowledge of consumer behavior and shifts, especially in the digital and radio domains.
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