Call Centre Team Lead at Interra Networks

At Interra Networks our people are our greatest assets. We are growing and need people looking for a rewarding and challenging careers in various disciplines. If you have drive, intellect and a passion to exceed the norm, we want you!

Interra Networks is recruiting to fill the position:

Major Duties and Responsibilities

Direct supervision of all call centre staffMonitoring call centre representatives and identify high and low performers by tracking their calls, customer satisfaction levels and general performance at workHandling of first level escalation.Monitoring random calls to improve quality, minimize errors and track operative performanceReviewing the performance of staff, identifying training needs and planning training sessionsRecording statistics, user rates and the performance levels of the centre and preparing reportsHandling the most complex customer complaints or enquiriesOrganizing staffing, including shift patterns and the number of staff required to meet demandForecasting and analyzing data against budget figures on a weekly and/or monthly basis; improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialing productsManage team by walking around. Be visible to answer questions.Take calls that CCRs can't handle and be available when an agent appears to need assistance.Monitor queue and track inbound calls. Keep CCRs aware of inbound calls, calls waiting, abandonment rate, etc.Motivate and encourage CCRs through positive communication and feedbackCarry out any other duties as required

Person Specification

Highly self-motivatedHigh leadership and mentoring skillsStrong Communication (written and verbal) skills.Excellent computer and typing skillsShould possess the skill to work both in team and also perform independently.Persuasive and patientAnalyticalDisciplined

Qualification Required

Minimum of Bachelors degree in any field2-5 years experience in related field