DM Client Services Inbound Admin: Team Leader
Friday, 05 March 2021
General Employment - Other General Employment
- Team Leaders are expected to spend 20% of their day taking escalated calls and 80% divided amongst other team leader responsibilities
- To analyze daily reports and effect improvement plans to alleviate non achievement of SLA's and targets.
- To work closely with the Manager: Operations to ensure the required staff are in place as and when required.
- To provide each team member with individual report perfomance on a daily basis and to highlight issues and concerns
- Assist with scheduling, forecasting and rostering of staff
- Meet hourly, daily, weekly and monthly target
- To conduct coaching and quality monitoring sessions with agents
- To constantly manage and monitor the team on: Motivation, Training and quality monitoring sessions with agent