iSelect – Team Leader: Agents (Health) – Western Cape
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MER01095
Merchants is a leading BPO solution provider specialising in customer experience and customer interactions. We focus on people, process and technology to create exceptional customer experiences.
We are pioneers in the contact centre industry with over 30 years’ experience in creating and managing contact centre operations around the world. Our services and solutions are built on tried and trusted models, systems and processes that are based on best practice standards.
We are passionate about people and our ability to attract the best talent, coupled with our rich history of success and innovation across different industries around the world, is what differentiates us from our competitors.
The purpose of this role is to ensure the day to day management of a team of Agents, in a manner that is in line with excellent service delivery.
1.
People Management
- Coaches the team in order to ensure quality of delivery meets the appropriate standard
- Measures and manages the team to ensure out-of-line situations are immediately addressed
- Communicates information in a timely, accurate and understood manner to all team members
- Ensure that all Human Resources policies and procedures are observed
2.
Communication and Feedback
- Conduct team briefs as scheduled by the work force management team and inline with the weekly focus agenda set by the Operations Managers
- Ensure regular feedback is given to Agents with regards to action plans that have been set
- Ensure all relevant business communications are communicated to the team as and when required
3.
Reporting and Administration
- Sign off Agents timesheets on a weekly basis
- Track and accurately update operational performance files for Agents on a weekly basis
- Compiling and sending reports as required by the business for relevant updates
4.
Customer Satisfaction
- Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback
- Work to resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate
- Drive teams performance on systems and all metrics in accordance to the contractual obligation.
Here’s what we are looking for in candidates for this job:
Knowledge
- Level 3
: minimum 24 months Team Leader/Supervisory experience - Proven record in a sales target-driven environment.
- NPS/ Customer experience measured environment.
- Health Insurance (Medical aid) or Financial Services experience- advantageous.
- International BPO experience advantageous.
- Strong Customer focus.
- Strong Attention to detail.
- Strong Coaching
- Must be willing and able to work shifts between 22:00pm and 14:30pm (Monday to Friday)
Skills
- Customer service orientation
- Oral and written communication
- Planning and organising
- Problem solving
- Teamwork
- Coaching
- Attention to Detail
- Technical expertise – Call Centre technology
Attributes
- Adaptability
Primary Location
:
MEA-South Africa
Recruiter
:
Shahied Karriem