M-KOPA Team Leader

SUMMARY:

The position of the Team Leader is to lead an inbound team within the Operations environment to ensure that all targets are met accordingly, to maintain quality of the service from the agents and to ensure that it gets delivered in conjunction with iSON Xperiences customer goals and objectives. A strong focus upon the delivery and achievement of...

POSITION INFO:

The position of the Team Leader is to lead an inbound team within the Operations environment to ensure that all targets are met accordingly, to maintain quality of the service from the agents and to ensure that it gets delivered in conjunction with iSON Xperiences customer goals and objectives. A strong focus upon the delivery and achievement of staff satisfaction and customer satisfaction targets are essential.

Main Responsibilities will include but will not be limited to:

• Leading and managing a team of 15 – 20 agents
• Coaching and developing agents through continuous one-on-one sessions i.e. daily, weekly and monthly
• Total performance management, monitoring and driving team targets
• Attendance and leave management process and updating matrix
• Manage and motivate agents through different forms
• Quality management/improvement through call evaluations for each agent weekly
• Provide coaching and feedback to agents weekly
• Ensure that all agents meet agent adherence and reach service levels (Basic Metrics i.e. NPS, FCR and AHT).
• Set key performance indicators for agents and review agent performance according to KPI’s in conjunction with Contact Centre Manager on a regular basis
• Assist in agent career development
• Resolve daily queries
• Compile reports and report on progress
• Liaise daily with Workforce Management team to ensure effective resource planning.
• Taking correct disciplinary measures where necessary
• Assess and identify training needs
• Promote service delivery
• Escalate and manage customer queries as required
• Coach staff on BTG/BPS policies and procedures
• Compilation, development and maintenance of descriptive and statistical reporting on a daily, weekly and monthly basis
• Develop and gain approval of and execution of all deliverables
• Develop, contribute to and maintain the team and Contact Centre’s outputs and KPI’s
• Strong internal and external relationship building
• Represent the customer to the rest of the business – Customer Advocate
• Excellent communication both oral and written
• Ensure escalations processes are maintained and implementation of new processes with team buy in
• Be proactive with own development using available learning resources on a daily basis.

 

Team leader experience 1-2 years within a Contact Centre environment

Good performance management experience

Grade 12 Certificate and leadership training

Financial services background

Excellent communication both oral and written

Demonstrate the ability to manage workload and prioritize activities

High level of integrity, professionalism and trustworthiness

Problem solving skills

Excellent Attention to detail

A successful track record in meeting targets and achieving premium customer service

Positive attitude to work.

Data analysis

Intermediate level-Excel

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