Our Contact Centre requires an individual who can ensure that AAGroup client and participant queries are resolved through effective management of contact centre agents. You are able to manage tasks effectively, solve problems and conduct thorough data analysis. You have the ability to build a strong, positive relationship with client.

As Contact Centre Team Leader you will be responsible for:

•Monitoring and managing the dedicated contact centre area
•Investigating and resolving escalated queries
•Providing timeous and accurate Campaign Specific and Management Reports
•Ensuring team adherence to correct processes, procedures and service levels
•Providing mentorship and guidance to team as and when required
•Staff Management - conformance to HR processes and procedures
•Monitoring and maintenance of appearance of contact centre facility

You have the following skills:

•Conflict resolution
•Ability to interface with client
•Customer focus
•High performance mindset
•Liaison & Interpersonal skills
•Planning & Organising
•Problem solving
•Quality ethic
•Strong analytical ability
•Teamwork
•Time management