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Customer Service Team Leader

Company

Outworx

Location

Durban, South Africa

Type

fulltime

RESPONSIBILITIES:



  • Drive the operational agenda by providing daily direction and communication to Agents to ensure that daily and weekly targets are met

  • Provide appropriate direction and dispute resolution for workplace problems

  • Maintain service levels, key performance indicators and performance management

  • Communicate & report accurate performance metrics to the respective department manager

  • Always promote ‘Best Practice’

  • Undertake required administration

  • Monitoring of Agents through call listening and verifying of valid transfers.

  • Provide the necessary feedback, coaching, training, and development to productivity, quality, and overall work standards

  • Respond appropriately to discipline issues and maintain behaviour.

  • Create and maintain a high-quality work environment so team members are engaged and motivated to perform in an honest and transpa...

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