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South Africa

Team Leaders/Call Centre Supervisors

Company MBD INC
Reference # TLCCS_3001
Published 30/01/2020
Contract Type Permanent
Salary Market Related
Location Hyde Park, Gauteng, South Africa
Introduction
We are looking for an individual to monitor the and support the Call Centre Agents in achieving their set input and output standards. Accountable for Call Centre Agents performance through quality monitoring, compilation of reports and coaching of Call Centre Agents to achieve high performance and growth.
Job Functions Call Centre
Industries Financial Services
Specification
Management of Call Centre delivery
Managing service delivery within the predefined call centre standards
•Motivating Call Centre Agents performance to achieve daily, weekly and monthly input and output standards
• Analysing Call Centre Agents performance to ascertain areas for improvements
•Executing collections campaign strategy to achieve set standard
•Achieving targets for Collections revenue
•Ensuring Collections strategies are executed comprehensively
•Participating personally in Collections activities to keep up to date and understand aforesaid
•Dealing with irate debtors
•Supporting agents with advice or take over difficult calls
•Ensuring availability of tools or infrastructure for each agent

Quality Management
•Coaching and providing feedback to Call Centre Agents on their individual performance
•Identifying gaps between the set input and output standards
•Analysing the reasons for not meeting set input and output standards and provide solutions
•Implementing corrective action to achieve required quality standards
•Implementing action plans to achieve required input and output standards:
- Collections
- PTP Captured / Kept
- D/O Captured
- % Talk time
•Initiating and driving training initiatives for agents

Reporting
•Interpreting and analysing quantitative data for operational reports
•Compiling MIS reports for Mandate Manager
•Analysing and report findings relating to performance and strategy implementation in a clear and concise manner to various
stakeholders
•Providing innovative recommendations to mitigate risks
•Compiling, interpreting and communicating ad hoc reports/statistics

Performance Management
•Developing skills and knowledge of Call Centre Agents through assessing and communicating performance
•Identifying skills gaps and providing targeted coaching and training in order to improve performance
•Conducting real-time monitoring, identifying problem areas and planning action to improve performance
•Initiating and managing the ERM process to deal with poor work performance

People Management
•Encouraging regular attendance by agents through coaching and enforcing appropriate business ethics
•Educating agents on the rules of work and appropriate business behaviour
•Providing appropriate encouragement and support to assist agents in achieving personal performance goals
•Creating a work environment that facilitates high productivity i.e. welcoming, recognition of contribution etc.
•Developing strong team co-operation and clear direction
•Ensuring capacity planning is done on number of Call Centre Agents versus campaigns loaded
•Reviewing and managing leave reports, identify and rectify exceptions
•Ensuring leave is updated and boxes cleared for team under management
•Responsible for the reinstatement and termination of employees
•Identifying vacancies and follow correct procedures in ensuring vacancy is filled

Requirements
•Grade 12
•Proficient in MS Office
•Relevant Call Centre Certificate/Diploma (added advantage)
•Woolworths experience will be an added advantage
Job Closing Date 21/02/2020
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Last Updated: 6 days ago [20.02.01.00]
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