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Position
Summary:- The
Team Leader is responsible for effectively managing, coaching and motivating
agents to meet individual and team Key Performance Indicators by carrying out
responsibilities in the areas of Orientation; Performance Management; Quality
Assurance in liaison with the Quality Assurance Dept; Reporting and
Administrative duties; and Attendance management.
The
incumbent will be responsible for the following main areas:
- Listen
to pre-screened calls and conduct 3 daily coaching sessions of 15mins each
with Agents. - Conduct
3 hours side-by-side live coaching of calls with agents per week - Undertake
weekly 15mins performance review meetings with all agents assigned to own
team - Conduct
a minimum of 30 mins Coaching sessions per agent per week. - Conduct agent self-evaluation sessions
with all agents one (1) hour prior to shift - Conduct
daily pre shift session with the team. - Schedule
and conduct weekly agent feedback and motivation sessions on areas of
improvement and subsequently provide written report to immediate
supervisor for purposes of improving HCC.
- Assist
agents by providing floor support on customer queries. - Handle
agent escalated calls.
Quality Assurance in liaison with the Quality Assurance Dept
- Complete
a minimum of 2 live call evaluations per agent per week in line with
Performance Action Plan developed between Team Leader and Quality
Assurance during weekly performance meeting. - Listen
to 4 live calls per agent per day. - Undertake
weekly phone calls duties of 1.5hours per week.
Reporting and Administration
- Ensure
all agents performance files are updated with:- - Daily
team performance report - Signed
weekly Coaching Form; - Signed
weekly Quality Assurance Summaries; - Signed
weekly performance review Report; - Action
plans, minutes for respective agents on PMP
- Complete
daily attendance registers and commissions files.
- Provide
the following support to new employees (2 week nesting period):- - Conduct
mandatory 45min pre-shift listening to Good and unacceptable customer
service calls with new agents twice a week - Increase
coaching time to 2 hours weekly which includes listening to calls with
respective agent(s) - Conduct
daily live call evaluations on areas coaching has been provided to assess
adherence to agreed action plans. - Conduct
side-by-side live coaching of calls with new agents - Solicit
feedback from new agents to assess coaching sessions and performance
reviews - Schedule
and conduct weekly performance management and coaching sessions with all
new agents.
The tasks outlined above are not exhaustive and the Company
reserves the right to update this Job Profile as responsibilities change.
Education
and experience:
- Diploma
or a Bachelor’s degree in relevant field. - Fluent
in the English Language (neutral and clear accent) - Good
knowledge of Kiswahili (where applicable) - Refer
to Career progression chart for experience - Proficient
in MS Office Suite – MS Word, MS Excel and MS Outlook - Good
understanding of Performance Management Programme - Excellent
Coaching Skills - Demonstrated
exceptional Customer Service Skills - Previous
experience in leading teams
Key competencies and attributes:
- Ability
to maintain confidentiality of information - Good
interpersonal; communication skills and coaching skills - Excellent
organizational skills - Attention
to detail, good numerical skills - Ability
to work in a strict deadline driven environment - Maintains
healthy team dynamics through well developed conflict management skills - Recognises
and acknowledges team and individual performance
All
applications should reach us by 1st of April 2016.
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