Team Leaders – Inbound (Norwegian / Danish / Swedish / Dutch), Johannesburg

Our client, a call centre located in Randburg, Johannesburg, are looking to employ Team Leaders who are Norwegian, Danish, Swedish and Dutch speakers. Shift work is required, depending on the territory and their call centre is open 7 days a week, averaging time between 7am and 11pm).

Minimum Requirements

• Grade 12
• Must be bilingual (verbal and written) in English and one of the following languages:
  • Dutch
  • Danish
  • Swedish
  • Norwegian
• Previous Inbound Contact Centre experience or,
• Previous Team Leader / Supervisory experience in a service environment
• Previous international contact centre experience will be advantageous
• Fully computer literate in all Microsoft packages (Word, Excel, Outlook and Internet)
• Availability to work shifts (International Call Centre)

Operations Management and Continuous Improvement

• Coach and develop employees through continuous one-on-one sessions i.e. daily, weekly and monthly
• Effective resource planning by managing work attendance and leave
• Ensure all contact channel services levels are met
• Set key performance indicators for agents and review agent performance according to KPI's in conjunction with Operations head
• Anticipate escalations and take over requests when needed
• Conduct root cause analysis on all detractors
• Ensure escalations processes are maintained and implementation of new processes with team buy in
• Assign and monitor the productivity and quality of interactions performed by the team
• Ensure all work delivered to clients are conducted with a high level of integrity
• Drive all day-to-day operational activities through to successful completion
• Ensure all team members are responding to customer concerns in a timely and efficient manner
• Monitor behaviours and skills of team to ensure they are professional, friendly, confident, and capable with all aspects of interaction handling
• Review and update productivity tools to monitor real-time and long-term performance, and to identify areas of improvement

People and Performance Management

• Manage the development, performance, capability and capacity of the employees
• Ensure that all agents meet agent adherence and reach service levels (Basic Metrics i.e. NPS, FCR, AHT, QA)
• Enhance staff morale & motivation through reward and recognition
• Determine training needs and identify coaching opportunities to develop knowledge, skills and behaviours in the team
• Mentor new hires
• Demonstrate knowledge, passion, and a creative aptitude to consistently achieve and exceed targets
• Offer guidance and support to all team members to minimize unnecessary absenteeism.
• Ensure the team members are properly supported and informed of needed information to best conduct day-to-day tasks as well as special projects
• Apply corrective action where necessary
• Quality management / improvement through call evaluations for each employee on a weekly basis

Customer Experience Management

• Perform quality assurance of current/completed requests with feedback provided to staff via a documented 1 on 1 session
• Drive quality factors and key protocols
• Territorial knowledge expertise and guidance
• Address escalated calls promptly and professionally in a manner that resolves the customer concern without burdening the business
• Maintain strong relationships internally and externally