Customer Service Team Leader
Outworx
Date: 1 day ago
City: Durban, KwaZulu-Natal
Contract type: Full time

RESPONSIBILITIES:
- Drive the operational agenda by providing daily direction and communication to Agents to ensure that daily and weekly targets are met
- Provide appropriate direction and dispute resolution for workplace problems
- Maintain service levels, key performance indicators and performance management
- Communicate & report accurate performance metrics to the respective department manager
- Always promote ‘Best Practice’
- Undertake required administration
- Monitoring of Agents through call listening and verifying of valid transfers.
- Provide the necessary feedback, coaching, training, and development to productivity, quality, and overall work standards
- Respond appropriately to discipline issues and maintain behaviour.
- Create and maintain a high-quality work environment so team members are engaged and motivated to perform in an honest and transparent working environment premised on integrit
REQUIREMENTS:
- Grade 12 or NQF level 4 equivalent
- Literate in Microsoft Excel, PowerPoint, and Word
- Hands on experience with MS Office and MS Excel
- Attention to detail
- Excellent interpersonal skills
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