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 ...