CALL CENTRE TEAM LEADERS (x4 positions) – MRI Botswana

Vacancy Advertisement

Applications are invited from suitably qualified, innovative, self-driven and results oriented self driven individuals for the following vacant positions.

CALL CENTRE TEAM LEADERS X 4

Main Purpose of the Job

Reporting to the Call Centre Supervisor, the Call Centre Team

The leader will be responsible for training and performance management in the Call Centre.

Core Areas of the Job

• Performs all functions performed by the agents
• Observes and provides can performance feedback and trend data to coaches, supervisors and/or agents
• Motivates teammates
• Summarizes and collates case-related information where necessary for the attention of the supervisor
• Helps maintain company service levels
• Ensures application of relevant caH Centre policies and procedures
• As required but no later than 24 hours after the occurrence, report and discuss service failure with the Call Centre Supervisor and agrees to appropriate action to be taken.
• Keep Call Centre Supervisor generally informed of the daily status on-call management of the hourly team performance designated intervals.
• Monitor and document system downtimes in the designated templates.
• Escalate service challenges to the supervisor and other relevant support teams as per the stipulated processes of escalation.

 

Competencies & Skills

• Basic Computing and Information Technology
• Team Player
• Trend and pattern analysis
• Data presentation
• Communication skills
• Coaching
• Listening skills
• Professional development

Qualifications and Experience

• Business Qualification at Diploma level
• Customer service effectiveness certificate will be an added advantage
• A minimum of two years’ experience as a call Centre agent