Call Centre Team Leader : Performer Recruitment

Duties and Responsibilities 

• Ensure Service Level Agreement is maintained.
• Staff planning and recruitment of staff.
• Monitoring incentive and ensure correct payment of incentive.
• Generate monthly feedback report and provide feedback to management.
• Testing and development of new systems or suggest enhancements to existing systems.
• On-boarding of new recruits to department
• Managing a team staff and striving towards a highly motivated, performance driven environment.
• Developing, coaching and motivating a team to excel in performance and service delivery.
• Taking responsibility for the performance management and disciplinary relations of staff.
• Building and growing the team as well as identifying talent in staff members.
• Developing staff with their current jobs as well as career development.
• Handling the administrative functions required
• Identifying quality issues and taking corrective steps by actioning quality trends
• Measuring staff member’s performance against required standards.
• Relationship building with internal clients to achieve objectives.
• Relationship building with external partners to achieve objectives.
• Takes a proactive approach.
• Ability to multitask and meet allocated deadlines daily.
• Holding team meetings and communicating essential elements.
• Drive results and solutions through the team – Monitoring the staff’s targets/ deadlines.
• Assisting with interview processes
• Following instruction and procedures
• Analysing (Managing Complexity)
• Learning and Researching (Nimble Learning)
• Effective communication – Presenting and communicating information
• Customer Focussed – Delivering results and meeting customer expectations
• Deciding and initiating action (Decision Quality)
• Working with people
• Writing and reporting (Communicating effectively and efficiently)