Team Leader
- Durban, KwaZulu-Natal
- Permanent
- Full-time
- To guide and support team members2. Operational management- Setting, measuring and meeting performance targets for speed, efficiency, sales and quality for the team
- Driving operational and technological efficiencies within the team
- Managing the daily running of the team
- Monitor team members performance against target on a day to day basis, and implement changes where
appropriate
- Ensure the individual team member’s service standards are adhered to, e.g. meeting and exceeding Targets,
team productivity, data conversions, Talk time interactions captured, etc.
- Handling difficult customer complaints or enquiries
- Drive quality control and ensure corrective action are taken where required
- Analyze performance statistics of teams, e.g. number of calls per team, number of successful contacts, wrap up codes and ensure that appropriate action is taken.
- Forecasting capacity against plan on a weekly/monthly basis
- Ensure adherence to the operational policies and procedures
- Participating in the recruitment and selection of staff
- Monitor performance on regular basis and provide constructive feedback
- Pro-actively encourage high performance at all times
- Ensure all staff issues are dealt with appropriately and within a timely fashion
- Ensure all daily, weekly and monthly workloads are completed
- Motivating, developing and retaining staff
- Identifying staff training needs and planning of training sessions
- Adhering to all HR policies and procedures
- Monitor performance on regular basis and provide constructive feedback
- Pro-actively encourage high performance at all times3. People Management- Ensure all staff issues are dealt with appropriately and within a timely fashion
- Ensure all daily, weekly and monthly workloads are completed
- Motivating, developing and retaining staff
- Identifying staff training needs and planning of training sessions
- Adhering to all HR policies and procedures4. Health and Safety Compliance.- Conform and adhere to Safety, Health and environmental legislative requirements.
- Report any health and safety concerns/incidents in the workplace to the manager / health and safety
representative.
- Assist the company to establish and maintain a fully compliant healthy and safe work environment.
- Attend the Safety, Health and Environmental workshops as required by management.