Team Leader

Job Description:

· Manage overall operations and performance of the call Centre team

· Create and drive a positive and high performing culture with a key focus on SLA’s and KPIs

· Analyse and maintain all Service Level agreements

· Manage overall team operations and performance with adherence to operational policies and procedures

· Coach and develop employees through continuous performance improvement plans and implementation of best practices

· Effective resource planning and management, based on workforce planning

· Set key performance indicators for agents and review agent performance according to KPI’s

· Implement and measure Quality Assurance standards

Client Success

· Ensure adherence to Client SLA

· Adherence to quality standards and identify areas of improvement to ensure client success. Ensure contract delivery is achieved through improved service standards with a focus on client SLAs.

Member value

· Ensure team is equipped/trained to fulfil enquiries consistently and effectively

· Design and implementing training programs and product knowledge, customer service skills and operational procedures.

Member Experience and Operations

· Coaching: Ensuring coaching and development of agents through continuous one-on-one sessions i.e. daily, weekly and monthly

Manage all daily operational requirements including but not limited to the following

• Schedule adherence

• Workforce Management and resource planning - Ensure optimal staffing levels and shift patterns to meet call volume demand

• Monitoring of SLA’s and KPIs, daily, weekly and monthly

• Ensure the delivery of all contract's productive hours in line with demand requirements

• Live Quality Management and Escalation Management

Performance Management:

• Set key performance indicators for agents and review agent performance according to KPI’s in conjunction with Operations head

• Complete weekly KPI reports with clear action plans and goals in preparation for meeting with internal stakeholders and client

• Drive First Call Resolutions initiatives to enhance service experience

Training:

• Ensuring all agents are fully trained to deliver on operational policies and procedures

• Implementation of new policies, procedures

• Constant refresher training and testing

• Knowledge sharing and calibration sessions are conducted

• Territorial knowledge and expertise

• Design and implement training programs covering product knowledge, customer service skills, and operational procedures

Quality of Delivery:

• Ensure formal quality reviews are conducted

• Creation and management of personal improvement plans

• Ensure all work delivered to clients are conducted with a high level of integrity

• Key focus on the quality and accuracy of data captured during all operational processes

• Coach Staff for QA/Performance Improvement

Customer Experience:

• Ensure agents are equipped with necessary knowledge and skills to resolve customer enquiries effectively

• Handle escalated customer issues requiring senior intervention

• Maintain high standards of customer service across all interaction

• Ensure implementation of best practices

Monitor behaviours and skills of team to ensure they are professional, friendly, confident, and capable with all aspects of interaction handling.

Review and update productivity tools to monitor real-time and long-term performance, and to identify areas of improvement.

Technical Enablement

· Create / generate staff performance reports

· Monitor & analyse Business intelligence to address performance issues and trends

· Ensure all agents tools are operational

· Ensure correct data captured is correct and accurate

· Ongoing improvements and innovation

People Platform

· Ensure ongoing agent performance and standards of excellence

· Ensure ongoing agent development

· Effective change management

· General management of code of conduct and operational call centre guidelines