Contact Centre Team Leader

Remote, South Africa

ABOUT THE POSITION

The Team Leader will be responsible for managing and driving a team of inbound Contact Centre employees to achieve service levels through an agreed turnaround time. The Team Leader will act as the point of contact for all escalations and queries and ensure resolution while driving a culture of customer-centricity and performance excellence.

Key Responsibilities may include but are not limited to:

Manage and support a team of inbound contact centre agents

Drive team performance in line with client and SLA requirements

Ensure consistent adherence to quality assurance standards

Handle team escalations and operationalqueries

Monitor performance trends and report on KPIs, appraisals, and incentives

Troubleshoot system issues and liaise with IT for resolution

Ensure compliance with SOPs and contactcentre procedures

Maintain accurate absenteeism and leaverecords

Manage employee relations matters, including disciplinary and informal processes

Conduct regular team and stakeholder performance meetings

Monitor calls against Team Leader targets and implement corrective action where needed

Oversee all human capital managementfunctions

Manage scheduling and...