Job Purpose The role of the Team Leader is to lead, guide, coach and support the team to achieve the operational outputs. Managing a team of Contact Centre agents in a proactive, visible and participative style. Ensuring that customers are provided the best possible experience through, quality management. Providing full support to the Contact Centre Manager. Principal Accountabilities • Identify, manage, and develop relationships with key partners to meet the objectives and goals of the Company. • Ensure personal conduct is aligned to Company procedures. • In conjunction with HR, drive the recruitment and selection of contact employees to ensure that SLA - Human Resource requirements are met. • Contribute to the implementation of change programmes and projects which impact the Contact Centre. • Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience. • Produce daily, weekly, and monthly reports and dissemination information to stakeholders. • Ensure service, SLAs and KPIs are continually reviewed and expectations are met with optimum levels of quality and service delivery. • Implement control measures to ensure that the daily enquiries and ticket resolutions are performed according to the SLA.i.e. logged, resolved, outstanding. • Embed a high-performance culture, framework and review the processes to achieve service levels and improvements against set targets (Identifying and instilling best practices, processes and systems and drive a continuously improving environment). • Maintain open and honest channels of communication at all levels across the business to facilitate best-in-class sharing and root cause analysis. • Work with the Resource Planning team to ensure the most effective resource plans are developed and achieved. • Lead and develop the team to ensure consistency in performance, stability, and succession planning. • Ensure that teams provide customers with a friendly, professional, and consistently high-quality service, helping to resolve various queries accurately and timeously. • Arrange activities to actively engage and provide support to the teams to ensure better performance and achievement of SLA standards. • Carry out regular 1-on-1’s, developing a culture where training and development are a fundamental part of the team development, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively. • Flexibility to work in line with operational requirements. • Present a professional and favourable image of the business at all times. Job Specific Capabilities and Experience: Matric (Grade 12) Minimum five years working experience in a Contact Centre Proven experience in managing a team of people. Relevant tourism experience Diploma or a degree an added advantage Technical Skills: Proficient in Microsoft Office Key Skills and Competencies • Flexibility to work in various shifts • Knowledge about US culture desirable • Empathetic and Emotionally Intelligent • Effective coaching and good communication skills • Time management and strong analytical skills • Meticulous attention to detail • Ability to deal with demanding customers and escalations • Energetic and motivating individual • Teamwork • Adaptable to changing business priorities • Customer Excellence • Developing Self and Others • Attention to detail • Attentive listening • Strong Learning agility • Conflict Management • Decision making and sound judgement • Ability to conduct team meetings • High Level of professionalism Person Profile Strong customer focus Self- motivated and disciplined Ability to work under pressure Ability to communicate at all levels Proven verbal, written and telephonic skills Organised and methodical Team player Must be a role model in the team Self-motivation and the ability to motivate others High degree of flexibility Culturally aware Resilient and pro-active Job Context • International travel may be required. • Required to work on public holidays. • Required to work night shifts.