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Kura SA Recruitment 2023/2024

Applications are invited from interested and suitably qualified candidates for Kura SA Recruitment 2023/2024.


Kura SA – As the UK’s Largest Independent Outsourcer, with over 2,000 people across the UK and South Africa, we specialize in providing a tailored solution and 360-degree approach.

We are recruiting to fill the following position below:


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Job Title: Kura Coach (Team Leader)


This is a permanent full-time role as a Kura Coach (Team Leader) in our Mount Edgecombe, South Africa office.

If you have experience leading, developing, and motivating a team of advisors to provide superior service individually and collectively, whilst ensuring delivery on KPI then this is the role for you.  .


Duties & Responsibilities

Lead, motivate and engage a team of advisors, enabling and empowering them to deliver a superior level of service and achieving project KPIs.

  • Management of performance on an individual and team level via:
    • Consistent coaching, call monitoring and feedback.
    • Completion of one-to-one reviews
    • Regular team meeting and briefs
    • Ensuring all individual agents understand KPI’s, goals and objections and how to achieve and maintain these.
    • Reward good performance.
    • Address under performance in a timely and appropriate manner through improvement plans and/or disciplinary procedures (in conjunction with Human Resources)
    • Analyse and act upon Employee Engagement feedback to maximise team productivity and motivation. Minimise absence and Attrition.
  • Complete a certain amount of hours of dialling per week to ensure knowledge and processes are up to date.
  • Analyse, interpret, present and act upon complex data maximising MI reporting systems and proactively drive and achieve teams targets.
  • Manage absence to a high degree of detail and ensure that adequate support and or disciplinary action is taken (in conjunction with Human Resources and company policies)
  • Handle customer complaints escalated from advisors ensuring superior customer experience is achieved.
  • Perform additional duties as direct by your Customer Experience Leader
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Desired Experience & Qualifications

  • Outbound and/or inbound contact center team management
  • Effective leadership through team building and development
  • KPI management and proven track record of achievement
  • Leadership qualities and behaviors which maximize employee engagement
  • Understanding of contact center planning, reporting and real time delivery functions
  • Previous exposure to Client relationships
  • Ability to recruit and create a dynamic and high performing team.

Package & Remuneration

R12 000 – R16 000 + Medical insurance


How to Apply

Interested applicants should kindly visit the company website to get more details and submit the application(s).