Team Leader

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

Salary: Between R11 000.00 and R14 000.00

**Working Hours :(**Mon- Fri / Mon–Sat) : · Alternating weeks: 07h00 – 15h45 07h30 – 17h00 · 8 – 1pm (x1 Saturday)

Job Type: Full-time

Work Location: In person