Inbound Contact Centre Team Leader

About the role

WeBuyCars is looking for an Inbound Contact Centre Team Leader to manage and coach a team of inbound call centre agents based in Joburg South and Silver Lakes. The team leader is based mainly in Joburg South, though travel to Silver Lakes may be required occasionally. The role sits in the automotive sector.

Key responsibilities

• Achieve daily and monthly abandonment rate targets and drive all key KPIs
• Coach agents daily, aim for first-call resolution and work with the team to increase motivation and results
• Handle escalated client calls courteously and professionally, and manage customer queries within turnaround times, escalating where needed
• Workforce planning, and interface with support teams on problem areas
• Manage and track media correspondence (email, faxes, phone calls) and capture information to set data standards
• Conduct quality checks, listen to calls for call quality and sales verification, and hold weekly team meetings
• Record stats, analyse trends against strategic objectives and sales targets, and prepare daily, weekly and monthly reports
• Take responsibility for personal development and help create a fun, competitive and productive team atmosphere
• Assist with ad hoc tasks assigned by the Contact Centre Manager

Required profile

• At least Grade 12
• 2 years of supervisory experience in an inbound call centre
• Successful track record in a leading or supervisory role
• Fluent Afrikaans and English, great oral and written communication skills
• Valid driver's licence and no criminal record
• Contactable references

Required skills

• Excel
• Attention to detail, organised and proactive

What we offer

• 15 days annual leave
• Momentum FundsAtWork provident fund