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Team Leader

Basic Function • Responsible for supervisory support, escalation/complaint handling and delivering results as per Service Level Agreement targets / timelines • Produce reports to gauge process performance and lead process meetings / calls . • In addition to call service levels, customer satisfaction and voice quality on calls will be key metrics to be focused on • Attrition management will be a prime deliverable Key Performance Areas • Customer Satisfaction • Process performance • Attrition • Quality and productivity Improvement • Level of subject matter expertise To be able to support team queries . • Any other essential function that may occur from time to time as directed by the Supervisor . Role/Responsibility • Manage teams and ensure customer satisfaction, quality and productivity targets are met. • Motivate team members and control attrition • Complaint and escalation management. • Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements Requirements • Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education • Minimum 3 years of work experience in Business Process Off-shoring . Values Behaviour • Customer Service Orientation • Quality Orientation . • Empathy for effective on the job coaching and feedback. Job Reference #: 201237

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