Main Job Functions

Manage and report on advisor performance 

• Provide coaching and support to advisors ; developing them to ensure that they achieve their full potential
• Perform Quality checks and implement measures to improve performance levels and meet objectives
• Submit reports on performance of  the assigned advisors
• Conduct daily huddles before start of the designated shift

Implement   Contact Centre  critical business processes and suggest improvements 

• Participate in identification of critical processes, policies and procedures
• Communicate and support adherence to the processes, policies and procedures

To implement  motivational programs to keep morale and retention high

• Recognize the best performing agents in the teams.
• Provide feedback on best performers within the team

Implementation of the   Contact Centre HR operations in respect to advisors’ recruitment, training and discipline.

• Participate in the induction of new advisors
• Carry out agent training
• Participate in the advisor interview process
• Hold agents accountable for non-adherence to polices, processes and procedures

Provide feedback on the activities of the key supporting business units (i.e. Workforce, Quality Assurance, CM &T, IT, NOC, Network) to ensure adherence to quality norms

• Collate feedback from agents on welfare and services provided by relevant stakeholders
• Escalation of concerns with relevant stakeholders
• Participate in Contact Centre special projects as required

Education

• Bachelor’s degree in business administration, Social Sciences or any other relevant field.

Experience:

• Experience in a service driven organization
• Customer interface, in person and or via the phone
• 2-3  years experience in a call centre environment
• Telecommunication Industry trends

Knowledge, Skills and Attributes:

• High Level of Computer literacy, Telecommunications industry trends, Best practice customer service/ contact centre principles, Call centre methodology and maths.
• Good Communication skills
• Interpersonal skills
• Problem solving skills
• Coordination Techniques
• Telephone etiquette.
• Negotiation skills.
• Decision Making Ability
• General Business Writing
• Technical Inclination
• Assertive.
• Initiative.
• Perseverance.
• Attention to detail.
• Team player.
• Can-do.
• Integrity.
• Reliability
• Flexibility
• Positive Attitude
• Commitment to quality, customer service and high performance

General working conditions/ Inherent requirements/ Tools of trade

• Frequent visual, listening concentration, sitting, telephone & computer usage.
• 24/7 Contact Centre Operation
• Will be required to conform to schedule adjustments based on business needs. (The job involves shift work where all Team Leaders may be required to work varying shifts on rotational basis to a maximum of 48 hrs per week in any cycle of shifts scheduled).
• Expected time of arrival at work; 15 minutes or earlier before the scheduled start time of any given shift.
• Observe requirements and obligations under the workplace health and safety practices.