Main Job Function:
You will manage and direct call centre agents in achieving their required daily duties.
Your role will be to take accountability for Call Centre Agents through daily monitoring, a compilation of reports, and coaching. You must be willing to take escalations and think creatively to keep customer satisfaction at heart.
Responsibilities:
• Running and managing the call centre daily.
• Set targets for all Call Centre Agents
• Schedule and organize shift patterns for agents
• Understand the organization’s products, services, procedures, and guidelines and communicate the same to team leaders
• Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
• Facilitate and organize training sessions for all agents
• Submit regular reports to management and seek new ideas and strategies to improve the performance of the call centre
• Ensure clients are happy and always satisfied by providing prompt responses and solutions to their challenges.
• Keep up with industry trends and happenings and ensure adherence to industry standards.
• Conduct regular review of all Call Centre Agents performance and ensure performance improvement plans are done for underperformers.
• Ensure that all staff adhere to the weekly performance targets.
• Monitoring attendance and punctuality daily
• Reviewing and analysing Agent output
• Customer service strategy, execution and dispatch management including development of vision, mission and KPI’s.
• Handle customer complaints and ensure customer surveys were returned.
• Coach the team in order to ensure the quality of delivery meets the appropriate Standard
Call Centre Team Leader • Gauteng - Sandton, ZA
We’re expanding our cleaning business across the UK and are seeking a persuasive.You’ll connect with homeowners and tenants, explain service options, and secure bookings that meet customer expectat...Show more
We are looking for a skilled contact center Team Leader who can lead our tea to better performance and improve service quality.You should have exceptional communication, interpersonal, and customer...Show more
Provide comprehensive data management expertise to .Clinical Data Management (CDM).Direct the team in areas of project planning, execution and close-out, financial management, communications and mi...Show more
To lead, manage and ensure the effective and efficient operation of the Outbound Sales Call Centre.Implement divisional strategy, policies and procedures to achieve set goals (revenue targets), qua...Show more
Drive significant growth and profitability in the context of cost management.Manage costs / expenses within approved budget to achieve cost efficiencies.Deliver exceptional service that exceeds cus...Show more
First Technology MPS is looking for a Technical Call Centre Agent to provide first‑line technical support and administrative coordination for HP print and PC break/fix services.The role is ideal fo...Show more
The purpose of the Team Leader is to manage and oversee the team responsible for generating sales opportunities for the broader business, while ensuring all interactions with stakeholders and clien...Show more
We are looking for a detail oriented and results driven professional to join our team.The successful candidate will be responsible for daily cash reconciliations, audit administration, stock contro...Show more
The Telesales - Lead Generation role will involve making outbound calls to potential business clients in order to generate leads and appointments for our consultants related to IT Services & office...Show more
Reservations Team Lead | Luxury Property Group | Bryanston.Salary: R20,000 – R25,000 | Negotiable DOE.Kendrick Recruitment is seeking a motivated and detail-oriented Reservations Team Lead for a lu...Show more
To provide strategic guidance in developing and enhancing technical practices, ensuring alignment with industry best standards and driving continuous improvement.This job leads, mentors, and develo...Show more
Creating an inspiring team environment with an open communication culture.Delegating tasks and set deadlines for your internal team.Ensure that daily target set by the company is achieved.Report on...Show more
The Internal Sales Team Leader – Local oversees the daily operations of the Local Internal Sales team, including the daily duties of the Local Administrators.The role ensures accurate order process...Show more
This is an on-site position supporting mission-critical infrastructure at premier data center facilities.Rates vary based on experience level and project complexity.Emergency and after-hours work m...Show more
Job Vacancy: Customer Care Centre Consultant:.Customer Care Centre Consultant.Customer Liaison Officer, Customer Relations Consultant, Client Services Consultant.This role is ideal for someone with...Show more
We’re a UK cleaning company providing Residential and End of Tenancy services.Service Solutions Sales Consultant.You’ll manage warm leads, advise clients, and secure confirmed bookings.Convert warm...Show more
