Website Ignition Group
The Ignition Group is one of Africa's largest providers of technology, media, telecommunication and financial services, and is built around a powerful purpose – to make life better through innovative technology. We approach markets that are traditionally complex and contested, and then simplify the… read morem, making life easier for consumers, and business more efficient for our partners. Ignition, a central business vertical to the Ignition Group, was founded in 2002, by brothers Sean and Donovan Bergsma. Ignition Group, now one of Africa’s largest investors in technology, media, telecommunications and financial services sectors, provides a platform for sustainability and success. With a staff complement of nearly 3 000 people, we have a team of experts in the fields of IT, Finance, Marketing, Human Resources, Sales, Development, Compliance, Customer Care, Training and Support. Ignition Group has built a sound infrastructure to support a number of business verticals within the Group, allowing the business verticals to swiftly develop, innovate, adapt and support our Business Partners and strategies. Quadrant 4, Centenary Building, 30 Meridian Drive, Umhlanga, Durban
The detail:
Management
Manage day-to-day running of the Customer Care Campaign covering all key performance areas.
Manage talk time through Team Leaders.
Manage attendance through the Team Leaders with the assistance from HR.
Develop Team Leaders with assistance from Training Department.
Maintain discipline, and recommend and administer corrective action according to policy and procedures.
Ensure Team Leaders keep proper documentation on all Sales Experts in the Team.
Responsible for the planning and management of leave rosters in conjunction with the Team Leaders.
Provide reporting on all aspects of the campaign to Management on a daily, weekly and monthly basis as directed by the Contact Centre Manager.
Leadership & Motivation
Provide Team Leaders with clear direction through individual/team objective setting.
Create an environment in which the Sales Experts can feel motivated and achieve optimum results.
Initiate, coordinate and roll-out incentive plans. Customer Care
Ensure adherence to Customer Care processes.
Stay abreast of new product development/knowledge.
Monitor and track Team Leaders and their targets.
Resolve escalated related queries. Weekly Team Reviews · Analyse individual Sales Experts’ stats.
Direct and schedule the weekly review session.
Discuss Performance Management actions to be taken with specific Sales Experts – recommend coaching and development plan as well as PIP where relevant.
Team Leader coaching development plans, to ensure that Team Leaders are capable of identifying good and bad trends.
Training Coordinate/communicate training sessions.
Assist training department in identifying poor performance, as well as patterns and trends in good performing Services Experts.
Requirements
Matric
TL Experience Within the Earthlink space
Apply via company website ( http://www.ignitiongroup.co.za/ ) or
.mcidirecthire.com