Call Centre Lead at Core Group South Africa
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To supervise staff performance and adherence to policy and procedures to ensure top quality customer service at all times.
Responsibilities:
- Ensure all Call Centre Agents adhere to attendance and timekeeping requirements
- Complete attendance roster daily
- Responsible to make sure all agents are aware of correct conduct dealing with customers telephonically and in person
- Responsible for stand schedule- each agent features twice a month
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- Keep roster up to date and schedule appropriate number of staff for Saturday shifts
- Make sure all standby, overtime and leave forms are correctly completed and handed in on time
- Making sure the highest standard of customer service is adhered to
- Assisting with escalations
- Assisting with training
- Assist with performance reviews
- Assist with floor monitoring when floor monitor is absent
- Assist in discipline issues
- Sit in on minimum 10 coaching sessions a week
- ASTO points kept up to date
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Requirements:
- Matric
- Floor monitoring experience
- Supervision experience
- People skills
- Listening skills
- Technically astute
- Computer literate
- Multilingual (including English)
- Exel/Numbers skills
- Timekeeping
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