JOB RESPONSIBILITIES:
Ensure that the team members clearly understand and therefore meet (at minimum) or exceed requirements / expectations.
Foster a high-performance culture within the team
Identify and manage team and individual performance to ensure consistent performance outputs that meet or exceed the defined targets as reflected in the Agents Individual Performance Contract.
Identify and report on any significant performance issues and implement a plan to resolve to maintain the team efficiency.
Coach and mentor agents as part of their personal and career development, and provide regular and timely feedback to agents on performance.
Develop and implement a Performance Improvement Plan for agents with performance-related issues (non-performers), and counsel out when deemed necessary
Develop and build relationships with the Agents, Call Centre Manager and other Supervisor(s) in a manner that is conducive to a high performance, sales culture and collaborative work environment.
Ensure that the team has the operational infrastructure (e.g. technical equipment, software, stationery, furniture) and human resources required to operate efficiently.
Prepare Agents for an ever-changing environment within the contact centre and ensure complacency and a sense of entitlement does not set in
Manage resource capacity and recruit Agents as required to address campaign demand
On a weekly basis, listen to a random selection of calls and provide Agents with on-the-job coaching, mentoring to address skills and knowledge gaps and to plan for future development needs.
Hold daily/ weekly / monthly meetings with individual Agents and the team to discuss performance and document these sessions.
- Customer Service Management
Assist Agents with escalated client queries to ensure these are resolved effectively.
Actively monitor QA scores for Agents and initiate interventions (coaching, training, group call evaluations) to address under-performance.
Apply business rules and processes as defined in operational protocols.
Develop a staff roster and schedule for structured breaks, lunches and late shifts
Report issues with facilities (e.g. equipment, desks, chairs) and technology (desktop, network, telephony and business applications) to support environments, follow-up to ensure resolution, and record down times.
Extract hourly, daily and monthly reports for internal operational measurements, such as individual call statistics, log on/off times and active times.
Conduct trend and exception analysis of hourly, daily, weekly and monthly performance data.
Job Type: Full-time
Benefits:
Flextime
Promotion to permanent employeeSchedule:
Day shift
