Team Leader: Call Centre (C1)

The above-mentioned position is within the Call Centre Department. RESPONSIBILITIES INCLUDE:-Ensure agreed customer service standards are consistently met.-Supervise the day to day operation of the Call Centre.-Consistently monitor staff capacity levels and liaise with management regarding any adjustments required.-Conduct regular coaching and feedback sessions with agents on their performance.-Handle escalated enquiries in the Call Centre.-Identify training needs in the Call Centre through regular call quality assessments and NPS feedback.-Conduct quality monitoring sessions in the Call Centre.-Actively participate in performance appraisals in the Call Centre.-Provide guidance and support to agents.-Consistently monitor systems with a view to recommending changes/ updates to improve them.-Assist in the management of shifts to meet the anticipated business requirements to the agreed standards.-Ensure a Service Level and abandon rate standards are achieved continuously.