Customer Service Team Leader

Employer: Full Circle Contact Centre Services (PTY) LTD
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Ensure delivery of Client KPIs within your team, including quality, efficiency and attrition targets (APS, TCHT, Value Add, S&A, delivered hours etc.)

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Manage and coach advisors to ensure performance delivery

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Adhere to HR policies and procedures to provide a fair and consistent approach to managing staff and, where necessary, conduct counselling and disciplinary hearings.

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Achieving the attrition, absence and adherence targets

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Ensuring accurate payroll management and minimizing administration errors and overpayments

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Supporting where required with the Recruitment and Learning and Development team to define specific recruitment and training needs

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Provide daily feedback on performance and general information to Operations Managers and Learning and Development

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Manage and develop the operational client relationships

Candidate Requirements
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Grade 12

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Good ITC and clean criminal record

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Minimum 2-year team leader experience within a BPO or Contact Centre

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Ability to work shifts as per campaign requirements (Rotational Shifts Monday – Sunday, UK Day light savings time)

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Good command of the English language

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Ability to work under pressure to achieve KPI's


Apply Here http://bit.ly/2BMXdX1

Job id : , #70757, 19 views,

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