Sales Outbound Team Leader

2 weeks ago

Pretoria, Gauteng, South Africa KMCK Talent Sourcing Full time

PURPOSE OF THE POSITION:

Positively manage team of 10-15 agents, leveraging their strengths to realize the strategic business objectives & targets. To minimise the risk of financial losses & maximise profits for the business through effective execution of all SOPs.

RESPONSIBILITIES:

The Call Centre Team Leader responsibilities and duties are outlined in the key areas below:
Sales & Marketing (outbound)

To collate, analyse and utilise call statistics to manage and improve the sales performance of the Call Centre team.

To ensure the effective and efficient running of the Call Centre Team and that each agent is making target on a daily basis

To be a pro-active member of the Call Centre Team and support all calls

To co-ordinate outbound activity to support the delivery of sales: core products and cross selling company products

To support outbound activity to generate sales leads as required to support the revenue targets

To support the Sales Team with administrative tasks, such as the production of function sheets, legislative and company processes as required

To ensure that the Call Centre KPIs are met

To handle and resolve complaints relating to the Call Centre in a professional and effective manner

To ensure that agents are following the correct procedures and ensure training and support at all times

Strong attention to quality control and accuracy one of your KPIs

Ensure Agents convert leads to sales daily monitoring

To drive the sales talent and morale of agents

To ensure all members of the Call Centre Team are fully informed of targets and incentives and competitions that are up for grabs

To support the set up of third party sales and to brief the Call Centre Team on current third party activity

To create weekly MI reports, monthly board reports and any other ad hoc reports requested by the Director of Sales and Marketing

To support other areas of the business as required with outbound calling to clients

Product testing and training

To take responsibility for the day-to-day supervision of any direct reports

To develop staff through coaching, advice and motivational techniques to help the Call Centre teams to maximise the potential for revenue development from outbound calls

To hold regular one-to-one meetings and performance reviews with the Sales and Support Advisors

To quickly identify and address any staffing issues with or between Team Members when appropriate, refer any such circumstances to the appropriate department or manager for resolution

To performance manage all team members and offer feedback

To foster good relationships with all internal departments and cross-functional teams

To proactively support the Sales Director by suggesting new ideas and questioning thinking where appropriate

To refer to senior team members for advice and support

To attend all department meetings

To attend all staff meetings and training sessions as and when required

To work with other departments on project execution

To ensure the Call Centre is fully staffed at all times, in line with the Call Centre hours budget

To ensure timesheets and payroll submissions are completed on time, daily, weekly and monthly

To report any equipment defects, faults or breakdowns promptly to the relevant department

REQUIREMENTS:

  • Minimum requirement Grade 12/National Qualifications


 Framework (NQF)
  • Tertiary qualification is preferred
  • 1 year people management experience will be esential.
  • Outbound Sales call centre experience will be essential.
  • 35 years sales/relationship management experience


 Computer literacy
  • Intermediate MS Office skills required.
  • Sound understanding of corrective management action procedures
Up to R35k p/m

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