JOB DESCRIPTION:

• The Roadside Team Leader is responsible for providing quality and efficient support/service to agents and customers through the daily management of a team of employees. This includes motivating, recognizing, coaching, counseling, training, and problem-solving. Additionally, the Team Leader will assist the Manager with the development of staff, attendance, reporting, and handling escalations.

QUALIFICATIONS AND EXPERIENCE:

• Grade 12 / Matric
• 2 – 3 years of work experience in a similar role
• Background in Insurance / Motor Industry
• Computer literate – MS Word, Excel, and Outlook (knowledge/experience)

EXPERIENCE, KNOWLEDGE, AND SKILLS REQUIRED:

• Minimum 1 – 2 years of Roadside Assistance experience
• Experience in an inbound/outbound call center environment
• Excellent telephone selling skills with a professional telephone manner, commercial acumen, and the ability to communicate with enthusiasm and drive
• Excellent communication skills (verbal and written), with a good command of the English language
• Motor Industry experience would be an advantage
• Energetic and outgoing personality, able to work well under pressure
• Fluent in English (other languages would be beneficial)
• Multi-tasking and excellent time management
• Strong attention to detail and accuracy
• Confident and assertive
• Ability to teach and coach others
• Punctual and reliable
• Team Player

SPECIFIC ROLE RESPONSIBILITIES:

Key Duties / Responsibilities:

• Provide daily direction and communication to employees so that emergency roadside calls are answered in a timely, efficient, and knowledgeable manner.
• Evaluate and suggest improvements for processes and procedures to increase operational efficiency and service for both internal and external customers.
• Provide statistical and performance feedback, and coach team members regularly.
• Write and administer performance reviews to help employees improve their skills.
• Ensure employees have the necessary training and resources to perform their jobs effectively.
• Address employee relations issues as expressed by team members.
• Foster a high-quality work environment to motivate team members to perform at their highest level.
• Address disciplinary and performance issues according to The company’s policy and report to the Manager.
• Assist the Manager with the daily operation of the call center.

Additional Duties:

• Other duties and responsibilities may be assigned as required.

OTHER REQUIREMENTS:

• Criminal and credit clear.
• Reliable transportation or own transport.
• Proven track record within a Roadside Call Center environment.
• A background in the motor trade is preferable.
• Must be able to work shifts.