1. Purpose

To provide quality and efficient service to our clients leading, managing, developing and motivating a team of call centre agents.

2. Responsibilities

KRA / Main Outputs and Responsibilities

A. Detailed Description

Ensure efficient daily operation of the team against KPI’s

  • Drive the operating rhythm by providing daily direction and communication to agents to ensure that daily and weekly targets are met
  • Respond to escalated customer issues from Agents
  • Continually evaluate agent performance and conduct regular quality assurance checks of call and ensure processes and procedures are adhered to.
  • Coach Agents on issues arising during the course of operations and QA sessions.
  • Is available for employees who experience work problems providing appropriate coaching, direction and resolution
  • Respond appropriately to daily discipline issues arising from the team and conduct return to work interviews as required
  • Prepare warnings and communicates effectively with employees on warnings and makes effective / appropriate decisions relative to corrective action as required.

Facilitates ongoing team performance improvement

  • Identify and implement methods to improve team operations, efficiency and service to customers and clients.
  • Provide statistical and performance feedback and coaching to each team member as prescribed by the operating rhythm.
  • Ensure employees have access to appropriate training and other resources to perform their jobs.
  • Provide input into work procedures and processes that support the company and departmental procedures.  Create and maintain a high-quality work environment so team members are motivated to perform at their highest level.
  • Ensure that the physical working space is conducive to a productive working environment.
  • Provide input into team awards and implement and manage incentive budgets

Monitor and plan weekly team performance

  • Report and monitor daily and weekly on team performance statistics

-New hires


-KPI adherence

  • Revise and update plan on a weekly basis to ensure targets are met
  • Compile and /or communicate team resource plan on a monthly basis and monitor adherence there to
  • Manage physical resources and tools of trade eg seating, headsets

Level of Authority

  • The job holder ensures that the team of agents follow the required instructions, company decision systems, policies and procedures
  • Any issues falling outside of standard operating practices and procedures are referred to the Operations Manager
  • Any decision made must be consistent for all team members
  • Coaching and leadership practices for the team assist in improved performance over an extended period of time.
  • Effective leadership of the team can lead to lower absenteeism and turnover improving performance.
  • Planning time frame is typically 1 week to 1 month 3.

3. Size

Team Leaders typically manages a team of 12 Agents and operate within a team of 5-7 colleagues

4. Skills and Competencies

  • People Management Skills; mentor and drive people development; ensure high levels of employee engagement
  • Strong and adaptable communication skills with the ability to influence and motivate
  • Active Listening skills
  • Planning and Organisational Skills; defining performance standards and meeting service levels; manage resources; good time management
  • Coaching Skills with an even temperament and the ability to give constructive feedback
  • Good interpersonal skills
  • Strong analytical abilities; ability to collate, manage and analyse data
  • Adaptability / Flexibility
  • Problem solving skills and adept at trouble shooting
  • Resilient approach and the ability to manage under pressure
  • Initiative / Proactive attitude
  • Knowledge of the company disciplinary code and procedures
  • Financial management; understanding of budgets and working within constraints and consequences of deviations to client relations / service agreements


Note: Deadline for applications is not later than 5:00 Pm, March 10th, 2023.

Only shortlisted applicants will be contacted.


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