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Team Leader
CallForceDurban, KwaZulu-Natal, South Africa30+ days ago
Job descriptionSetting, measuring and meeting performance targets for speed, efficiency, sales and quality for the team Driving operational and technological efficiencies within the team Managing the daily running of the team Monitor team members performance against target on a day to day basis, and implement changes where appropriate Ensure the individual team member’s service standards are adhered to, e.g. meeting and exceeding Targets, team productivity, data conversions, Talk time interactions captured, etc. Handling difficult customer complaints or enquiries Drive quality control and ensure corrective action are taken where required Analyze performance statistics of teams, e.g. number of calls per team, number of successful contacts, wrap up codes and ensure that appropriate action is taken. Forecasting capacity against plan on a weekly / monthly basis Ensure adherence to the operational policies and procedures Participating in the recruitment and selection of staff Monitor performance on regular basis and provide constructive feedback Pro-actively encourage high performance at all times Ensure all staff issues are dealt with appropriately and within a timely fashion Ensure all daily, weekly and monthly workloads are completed Motivating, developing and retaining staff Identifying staff training needs and planning of training sessions Adhering to all HR policies and procedures Ensure all staff issues are dealt with appropriately and within a timely fashion Ensure all daily, weekly and monthly workloads are completed Motivating, developing and retaining staff Identifying staff training needs and planning of training sessions Adhering to all HR policies and procedures Conform and adhere to Safety, Health and environmental legislative requirements. Report any health and safety concerns / incidents in the workplace to the manager / health and safety representative. Assist the company to establish and maintain a fully compliant healthy and safe work environment. Attend the Safety, Health and Environmental workshops as required by management.
1. Develop and maintain the sales team
- Leading a team within the Outbound and telemarketing call centre to meet business requirements
- To guide and support team members
2. Operational management
3. People Management
4. Health and Safety Compliance.
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Team Leader • Durban, KwaZulu-Natal, South Africa
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