Summary
Date Posted: Thursday, July 28, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
QSSR-TL-TEAM LEADER
About This Job:

Q-Sourcing Rwanda Limited trading as Q-Sourcing Servtec is a manpower management solutions firm operating in the East African Region in the countries of Rwanda, Uganda, Kenya, Tanzania and South Sudan.
On behalf of our client providing call center services, we are looking for competent, skilled, and experienced Team Leader to work in Kigali.


Duties And Responsibilities
Ensure efficient daily operation of the team against KPI’s
• Drive the operating rhythm by providing daily direction and communication to agents to ensure that daily and weekly targets are met
• Respond to escalated customer issues from Agents
• Continually evaluate agent performance and conduct regular quality assurance checks of call and ensure processes and procedures are adhered to.
• Coach Agents on issues arising during the course of operations and QA sessions.
• Is available for employees who experience work problems providing appropriate coaching, direction and resolution
• Respond appropriately to daily discipline issues arising from the team and conduct return to work interviews as required
• Prepare warnings and communicates effectively with employees on warnings and makes effective / appropriate decisions relative to corrective action as required.

Facilitates ongoing team performance improvement
• Identify and implement methods to improve team operations, efficiency and service to customers and clients.
• Provide statistical and performance feedback and coaching to each team member as prescribed by the operating rhythm.
• Ensure employees have access to appropriate training and other resources to perform their jobs.
• Provide input into work procedures and processes that support the company and departmental procedures.
• Create and maintain a high-quality work environment so team members are motivated to perform at their highest level.
• Ensure that the physical working space is conducive to a productive working environment.
• Provide input into team awards and implement and manage incentive budgets

Monitor and plan weekly team performance
• Report and monitor daily and weekly on team performance statistics
• New hires
• Absenteeism
• KPI adherence
• Revise and update plan on a weekly basis to ensure targets are met
• Compile and /or communicate team resource plan on a monthly basis and monitor adherence thereto
• Manage physical resources and tools of trade eg seating, headsets

Level of Authority
• The job holder ensures that the team of agents follow the required instructions, company decision systems, policies and procedures
• Any issues falling outside of standard operating practices and procedures are referred to the Operations Manager
• Any decision made must be consistent for all team members
• Coaching and leadership practices for the team assist in improved performance over an extended period of time.
• Effective leadership of the team can lead to lower absenteeism and turnover improving performance.
• Planning time frame is typically 1 week to 1 month

Size
Team Leaders typically manages a team of 12 Agents and operate within a team of 5-7 colleagues

Experience, Knowledge And Qualifications
Education (Formal Qualification Required)
• Tertiary education in Sales / Marketing would be ideal
• Sound knowledge of a CRM system
• 1-2 years’ experience as an Agent
• 6-12 months experience as a Team Leader / Manager in a call centre environment
• Complete the in-house superviser training program and Product specific training
• Strong MS Excel and PowerPoint skills

Essential Requirements:
• Flexible and able to work shifts
• Insurance or Banking experience is advantageous
• Computer Skills
• Degree or Diploma is an added advantage


Work Hours: 8

Experience in Months: 24

Level of Education: Bachelor Degree

Job application procedure
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