Team Leader

Team Leader – Agents (Western Cape) | Merchants Recruitment

Location: Salt River, Western Cape
Employment Type: Permanent
Salary: Market Related
Requisition #2400
Posted: 1 day ago

Are you ready to elevate your career and lead a dynamic team?

We are looking for a Team Leader to manage and motivate a team of agents, ensuring that they deliver top-notch service and meet client contractual obligations. If you have a passion for leadership and customer service, this could be your next big step.

Why You’ll Thrive in This Role:

• Lead and inspire a team in a fast-paced, shift-based environment.
• Drive success through effective people management and strategic communication.

Key Requirements:

• Experience: 1 year of Call Centre experience.
• Leadership: 6-12 months of Team Leader or Supervisory experience.
• Flexibility: Must be willing and able to work in a shifted environment.

Skills You Bring to the Table:

• Customer Service Orientation: Ensuring the highest quality of service delivery.
• Communication: Strong oral and written communication skills.
• Planning & Organizing: Ability to plan and organize tasks effectively.
• Problem Solving: Skillful at addressing and resolving issues.
• Teamwork & Coaching: Ability to work well with a team and provide coaching to improve performance.
• Technical Expertise: Proficient in Call Centre technology.
• Attention to Detail: Meticulous in managing tasks and responsibilities.

Your Core Responsibilities:

1. People Management:

• Coach and develop your team to ensure they meet quality standards.
• Monitor team performance and address any issues promptly.
• Ensure timely and clear communication with all team members.
• Adhere to Human Resources policies and procedures.

2. Communication and Feedback:

• Conduct regular team briefings as scheduled and aligned with weekly focus agendas.
• Provide ongoing feedback to agents regarding their performance and action plans.
• Communicate all relevant business updates to your team as needed.

3. Reporting and Administration:

• Approve agent timesheets on a weekly basis.
• Keep operational performance records up to date for each agent.
• Compile and submit reports as required by the business for regular updates.

Ready to Lead and Inspire? Apply Now!

“team leadership,” “customer service management,” “call center technology,” “problem-solving,” and “performance management” throughout the job post ensures it reaches a broader and more targeted audience.