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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