Job Description
Overview
Job Overview
The successful applicant will be responsible for directly managing and developing a team to efficiently and effectively achieve business and campaign objectives, ensuring quality standards are adhered to at all times.
Qualifications
- Matric or Equivalent (Essential)
- Previous coaching experience
- 2-3 years’ experience as an Operations Supervisor (Team Leader) in a contact centre environment.
Responsibilities
Main Responsibilities (but not limited to)
- You should begin your day by evaluating the prior day/week/month performance reports
- Ensuring any agents with performance issues have been followed up with and tracked.
- Daily meetings with my team, ensuring Teams understand daily & trended actual results versus the goals identifying agent outliers
- Establishing priorities for the day and reviewing the execution of any process-level plans. You’ll call ...