Team Leader-Merchants

🗏Job Type

Full Time

Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?


With over 35 years’ experience in managing contact centre operations across the globe, we are proud of our ability to deliver real business value through our exceptional people, best practice models, process and leading technologies.

We are also backed by Dimension Data - a global IT service specialist and solution provider, and NTT - one of the world's largest telecommunication companies in the world.


Our purpose is to make every person we come in contact with experience the exceptional and we believe in creating sustainable futures for our people, by driving a culture of continuous learning through the many skills and development programmes we offer, which are designed to develop talent and fulfil potential.



Want to be part of our team?

The Call Centre Team Leader is a senior position in the Call Centres Agents job family. They operate under the direction and guidance of the Call Centres Manager.

The primary responsibility of the Call Centre Team Leader is to ensure the delivery of excellent customer service by operationally managing a team of Call Centres Agents in the performance of their day to day activities.
What you'll be doing


People management
The Call Centre Team Leader coaches the team in order to ensure quality of delivery meets the appropriate standard. They measure and manage the team to ensure out-of-line situations are immediately addressed. They communicate information in a timely, accurate and understood manner to all team members. They ensure that all Human Resources policies and procedures are implemented and complied with by the team.

Communication and feedback
These individuals conduct team briefing sessions as scheduled by the workforce management team and in line with the weekly focus agenda set by the Operations Managers. They ensure regular feedback is given to Agents with regards to action plans that have been agreed to be implemented by the Operations Leadership team and ensure that all relevant business communications are communicated to the team as and when required

Reporting and Administration
These individuals administer weekly time of the Agents, signing off on timesheets on a weekly basis and tracking and accurately updating the operational performance files of each Agent in their team. They compile and distribute the relevant business reports to the required stakeholders, reporting on the teams activities in the relevant forums.

Customer Satisfaction
Call Centre Team Leaders respond to and resolve more complex customer queries and deal with extremely volatile situations as and when required, ensuring that these are satisfactorily resolved. They drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback. They work to resolve all customer queries that are escalated or are identified as detracting from a positive customer experience and drive team performance on systems and all metrics in accordance with contractual obligations.

Behavioural skills
Call Centre Team Leaders are passionate about customer service. They demonstrate excellent written and verbal communication skills and the professional problem solving ability. They demonstrate the required interpersonal skills to effectively deal with internal and external stakeholders at a variety of levels in the organisation. They are able to coach, mentor and successfully manage and lead a team of individuals to meet organisational and team goals.

Required Work Experience:
At least 5 – 8 years’ work experience, At least 5 years’ call centre experience


What would make you a good fit for this role?


You must be willing and able to work in a 25/7 operational environment.

This is for the Project Silver Bullet business unit



We want people like you! The passionate kind. People who live, think and deliver exceptional. If you're ready to take the next step in your career, then look no further!




Diversity in Merchants

Merchants is an equal opportunity employer with a global culture that embraces diversity. All qualified applicants will receive consideration for employment and will not be unfairly discriminated against on any arbitrary ground including race, colour, ***, religion, national origin, veteran status, disability, gender identity, ***ual orientation, or other protected category.



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

Job id : , #73168, 55 views,

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