Call Centre Team Leader - Hospitality/Tourism
Isilumko Staffing (JHB) Johannesburg
Job Purpose
The role of the Team Leader is to lead, guide, coach and support the team to achieve theoperational outputs. Managing a team of Contact Centre agents in a proactive, visible and
participative style. Ensuring that customers are provided the best possible experience
through, quality management. Providing full support to the Contact Centre Manager.
Principal Accountabilities- Identify, manage, and develop relationships with key partners to meet the objectives
- Ensure personal conduct is aligned to Company procedures.
- In conjunction with HR, drive the recruitment and selection of contact employees to
- Contribute to the implementation of change programmes and projects which impact
- Ensure effective and consistent communication throughout the team, encourage
- Produce daily, weekly, and monthly reports and dissemination information to
- Ensure service, SLAs and KPIs are continually reviewed and expectations are met with
- Implement control measures to ensure that the daily enquiries and ticket resolutions
- Embed a high-performance culture, framework and review the processes to achieve
practices, processes and systems and drive a continuously improving environment).
- Maintain open and honest channels of communication at all levels across the business
- Work with the Resource Planning team to ensure the most effective resource plans
- Lead and develop the team to ensure consistency in performance, stability, and
- Ensure that teams provide customers with a friendly, professional, and consistently
- Arrange activities to actively engage and provide support to the teams to ensure
- Carry out regular 1-on-1’s, developing a culture where training and development are
trainers to ensure the skills and knowledge are developed effectively.
- Flexibility to work in line with operational requirements.
- Present a professional and favourable image of the business at all times.
Job Specific Capabilities and Experience:
Matric (Grade 12)Minimum five years working experience in a Contact Centre
Proven experience in managing a team of people.
Relevant tourism experience
Diploma or a degree an added advantage
Technical Skills: Proficient in Microsoft Office
Key Skills and Competencies- Flexibility to work in various shifts
- Knowledge about US culture desirable
- Empathetic and Emotionally Intelligent
- Effective coaching and good communication skills
- Time management and strong analytical skills
- Meticulous attention to detail
- Ability to deal with demanding customers and escalations
- Energetic and motivating individual
- Teamwork
- Adaptable to changing business priorities
- Customer Excellence
- Developing Self and Others
- Attention to detail
- Attentive listening
- Strong Learning agility
- Conflict Management
- Decision making and sound judgement
- Ability to conduct team meetings
- High Level of professionalism
Strong customer focus
Self- motivated and disciplined
Ability to work under pressure
Ability to communicate at all levels
Proven verbal, written and telephonic skills
Organised and methodical
Team player
Must be a role model in the team
Self-motivation and the ability to motivate others
High degree of flexibility
Culturally aware
Resilient and pro-active
Job Context- International travel may be required.
- Required to work on public holidays.
- Required to work night shifts.
SanlamMidrand, 25 km from Johannesburg
CALL CENTRE TEAM LEADER
Date: 18 Dec 2024
Location:
Midrand, Gauteng, ZA
Company: Sanlam Group
What will you do?
Manages individuals within a team e.g. call centre agents / consultants within the communication centre. Ensures that the team...
Gap ConsultingJohannesburg
Minimum of 3 to 5 yearsâ experience in Automotive OEM Sales Support essential
• Tertiary Qualification in Sales and Marketing or similarÂ
• Strong working knowledge in Automotive OEM Sales Support disciplines
• Recent participation in Automotive...
MedE RecruitJohannesburg
A Dental Practice in Mondeor, Johannesburg seeks a skilled and experienced HPCSA Registered Dentist to join the team. The successful candidate will be responsible for providing high-quality dental care to our patients. (Community service candidates...