1 x Team Leader
Permanent : Permanent: 3 months probation then permanent in position
Purpose of the
Job : The primary function is to coach and develop Agents. Maximize collections and ensure Agents are adhering to company policies and procedures.
Minimum Qualifications and Experience: · Matric · Minimum two (2) years experience in coaching and development of staff. MS Office Package
Job Responsibilities : · Listen to data voice recordings and examine the call quality · Identify the positives and negatives of the call · Provide feedback to both Agents on the coaching conducted · Extract calls via Vici-dial daily · Provide audit stats to an immediate superior daily · Effectively plan, organize, manage, and direct the activities, services, and operations for Coaching and Mentoring of staff within the department · To ensure that the KAMS are kept informed as to any unresolved issues regarding performance, debtor-related queries, etc. · Staff Management · Compiling daily feedback on agent attendance · Updating of Attendance Registers · Monitoring month-to-date progress and reverting to agents · Managing leave requisition on ESS · Ensure daily productivity is met · To monitor the dialer activity and take the necessary corrective action where necessary to improve performance · Issuing of discipline in accordance with company policies and procedures
Competencies Required · Attention to detail · Accuracy · Ability to Focus · Target Driven · Excellent Communication Skills · Able to liaise with clients · Able to work under pressure · Enthusiastic Energetic and vibrant · Adaptive Learner · Ability to work in a team environment
Additional Competency Testing : · Computer Literate in Excel, Word · Excellent written communication and numerical skills
Salary; Incentives & Commissions : Negotiable
Working Hours :(Mon- Fri / Mon–Sat) : · Alternating weeks: 07h00 – 15h45 07h30 – 17h00 · 8 – 1pm (x1 Saturday)
Job Type: Full-time
Work Location: In person