Team Leader

Direct message the job poster from Merchants

Are you ready to take the next step in your career? The purpose of this role is to ensure the day-to-day management of a team of Agents, in a manner that is in line with excellent service delivery to meet the client's contractual obligations.

What would make you a good fit for this role?

• Must be willing and able to work in a shifted environment.

Requirements

• 1 year Call Centre experience
• 6 – 12 months Team Leader / Supervisory experience
• Able to work USA Hours
• Must have 2 years Credit Control / Debt Collection experience

Skills

• Oral and written communication
• Planning and organising
• Problem solving
• Teamwork
• Coaching
• Technical expertise – Call Centre technology
• Attention to Detail

What will you be doing?

1. People Management
   • Coaches the team in order to ensure quality of delivery meets the appropriate standard
   • Measures and manages the team to ensure out-of-line situations are immediately addressed
   • Communicates information in a timely, accurate and understood manner to all team members
   • Ensure that all Human Resources policies and procedures are observed
2. Communication and Feedback
   • Conduct team briefs as scheduled by the work force management team and in line with the weekly focus agenda set by the Operations Managers
   • Ensure regular feedback is given to Agents with regards to action plans that have been set
   • Ensure all relevant business communications are communicated to the team as and when required
3. Reporting and Administration
   • Sign off Agent's timesheets on a weekly basis
   • Track and accurately update operational performance files for Agents on a weekly basis
   • Compiling and sending reports as required by the business for relevant updates

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Outsourcing and Offshoring Consulting