The detail:<\/p>\n
Management<\/p>\n
\tManage day-to-day running of the Customer Care Campaign covering all key performance areas.
\n\tManage talk time through Team Leaders.
\n\tManage attendance through the Team Leaders with the assistance from HR.
\n\tDevelop Team Leaders with assistance from Training Department.
\n\tMaintain discipline, and recommend and administer corrective action according to policy and procedures.
\n\tEnsure Team Leaders keep proper documentation on all Sales Experts in the Team.
\n\tResponsible for the planning and management of leave rosters in conjunction with the Team Leaders.
\n\tProvide reporting on all aspects of the campaign to Management on a daily, weekly and monthly basis as directed by the Contact Centre Manager.<\/p>\n
Leadership & Motivation<\/p>\n
\tProvide Team Leaders with clear direction through individual\/team objective setting.
\n\tCreate an environment in which the Sales Experts can feel motivated and achieve optimum results.
\n\tInitiate, coordinate and roll-out incentive plans. Customer Care
\n\tEnsure adherence to Customer Care processes.
\n\tStay abreast of new product development\/knowledge.
\n\tMonitor and track Team Leaders and their targets.
\n\tResolve escalated related queries. Weekly Team Reviews \u00b7 Analyse individual Sales Experts\u2019 stats.
\n\tDirect and schedule the weekly review session.
\n\tDiscuss Performance Management actions to be taken with specific Sales Experts \u2013 recommend coaching and development plan as well as PIP where relevant.
\n\tTeam Leader coaching development plans, to ensure that Team Leaders are capable of identifying good and bad trends.<\/p>\n
Training\u00a0Coordinate\/communicate training sessions.<\/p>\n
\tAssist training department in identifying poor performance, as well as patterns and trends in good performing Services Experts.\u00a0<\/p>\n
Requirements<\/p>\n
\tMatric
\n\tTL Experience Within the Earthlink space<\/p>\n
Apply via company website ( http:\/\/www.ignitiongroup.co.za\/ ) or<\/p>\n
.mcidirecthire.com<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/.mcidirecthire.com","_company_name":"Ignition Group","_company_website":"http:\/\/www.ignitiongroup.co.za\/","_company_tagline":"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\u2019s 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","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[16],"job-types":[12],"class_list":{"0":"post-11995","1":"job_listing","2":"type-job_listing","3":"status-expired","4":"hentry","5":"job_listing_region-kwazulu-natal","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/11995","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=11995"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=11995"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=11995"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}