M-KOPA Team Leader

The position of the Team Coach is to lead an inbound voice/messaging/email customer services team and to maintain quality of service delivered in conjunction with customer goals and objectives. The Team Coach is also expected to work within all teams of the Contact Centre to ensure that Customer Experience is delivered all the time.

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Main Responsibilities will include but will not be limited to:

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Leading and managing a team of +- 18 agents

Coaching and developing agents through continuous one-on-one sessions i.e. daily, weekly and monthly

Attendance and leave management process and updating matrix

Manage and motivate agents through different forms

Quality management/improvement through call evaluations for each agent weekly

Ensure that all agents meet agent adherence and reach service levels (Basic Metrics i.e. NPS, FCR and AHT).

Logging and resolving cases on the case management tool.

Set key performance indicators for agents and review agent performance according to KPI’s in conjunction with Contact Centre Manager on a regular basis

Assist in agent career development and identify training needs

Resolve daily queries and promote service delivery

Compile reports and report on progress

Liaise daily with Workforce Management team to ensure effective resource planning.

Taking correct disciplinary measures where necessary

Compilation, development and maintenance of descriptive and statistical reporting on a daily, weekly and monthly basis

Agent utilization monitoring and management of shifts, schedules in conjunction with WFM

Strong internal and external relationship building

Ensure escalations processes are maintained and implementation of new processes with team buy in

Team leader experience 1-2 years within a Contact Centre environment

Good performance management experience

Grade 12 Certificate and leadership training

Financial services background

Excellent communication both oral and written

Demonstrate the ability to manage workload and prioritize activities

High level of integrity, professionalism and trustworthiness

Problem solving skills

Excellent Attention to detail

A successful track record in meeting targets and achieving premium customer service

Positive attitude to work.