Team Leader: Agents

Team Leader: Agents
Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?

If you join our growing global team, you’ll be working for an industry leader with offices across five continents, in over 47 countries and more than 28 000 employees. You will work with some of the leading world brands across the Fortune 100 and Fortune 500 companies – who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital era.You’ll be part of a team who’s passionate about making a difference to the way technology shapes how we live and work – whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.

You’ll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success. You provide the skills, passion and ideas, and we’ll provide the platform to realise your ambitions.Great talent. Great teams. Great work. Great opportunities.

Want to be part of our team?

The Call Centre Team Leader is a senior position in the Call Centres Agents job family. They operate under the direction and guidance of the Call Centres Manager.The primary responsibility of the Call Centre Team Leader is to ensure the delivery of excellent customer service by operationally managing a team of Call Centres Agents in the performance of their day to day activities.

What you’ll be doing

People management
The Call Centre Team Leader coaches the team in order to ensure quality of delivery meets the appropriate standard. They measure and manage the team to ensure out-of-line situations are immediately addressed. They communicate information in a timely, accurate and understood manner to all team members. They ensure that all Human Resources policies and procedures are implemented and complied with by the team.

Communication and feedback
These individuals conduct team briefing sessions as scheduled by the workforce management team and in line with the weekly focus agenda set by the Operations Managers. They ensure regular feedback is given to Agents with regards to action plans that have been agreed to be implemented by the Operations Leadership team and ensure that all relevant business communications are communicated to the team as and when required

Reporting and Administration
These individuals administer weekly time of the Agents, signing off on timesheets on a weekly basis and tracking and accurately updating the operational performance files of each Agent in their team. They compile and distribute the relevant business reports to the required stakeholders, reporting on the teams activities in the relevant forums.

Customer Satisfaction
Call Centre Team Leaders respond to and resolve more complex customer queries and deal with extremely volatile situations as and when required, ensuring that these are satisfactorily resolved. They drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback. They work to resolve all customer queries that are escalated or are identified as detracting from a positive customer experience and drive team performance on systems and all metrics in accordance with contractual obligations.

Behavioural skills
Call Centre Team Leaders are passionate about customer service. They demonstrate excellent written and verbal communication skills and the professional problem solving ability. They demonstrate the required interpersonal skills to effectively deal with internal and external stakeholders at a variety of levels in the organisation. They are able to coach, mentor and successfully manage and lead a team of individuals to meet organisational and team goals.

Required Work Experience:
At least 5 – 8 years’ work experience, At least 5 years’ call centre experience

What would make you a good fit for this role?

Join our growing global team and accelerate your career with Dimension Data. Apply today.

Diversity in Dimension Data

Dimension Data is an equal opportunity employer with a global culture that embraces diversity. All qualified applicants will receive consideration for employment and will not be unfairly discriminated against on any arbitrary ground including race, colour, sex, religion, national origin, veteran status, disability, gender identity, sexual orientation, or other protected category.

Apply here!