Outbound Contact Center Team Manager

2 weeks ago

Cape Town, Western Cape, South Africa P3 People Full time
Job Description/SpecificationCall Center Team Leader Australian hours

(Anti-social hours)

JOB SUMMARY


The Call Center Team Leader at P3 People is the
leader of, and is
responsible for, the
sales performance and behaviourof the sales people under their management.


Responsibilities & Duties


The responsibility of the Call Center Team Leader is not exhaustive and may change from time-to-time as decided by Management.

Below are the responsibilities of the Team leader towards his team and the business.

Team Responsibilities:

  • Ensure that each consultant under their leadership is properly equipped with skills to fulfill their functions
  • Provide leadership to the team by being an example on time management, people's skills and motivation;
  • Take responsibility in building strong teams that focus on high performance and have mínimal spreads between the teams and inside teams
  • Attract and retain skilled sales consultants and sales Leaders;
  • Ensure discipline is maintained in the call centre and consistency thereof (e.g. absenteeism, dress code, public drinking or as provided in the company's code of conduct).

Business Responsibilities:

  • Ensure that only complaint sales scripts that are approved are used when selling to our clients;
  • Ensure the adherence to the company's process when presenting to clients.
  • Ensure that campaigns given to the teams are maximized without lead wastage;
  • Ensure adherence to the company values by all employees and demonstrate these values through their behaviour;
  • Ensure constant improvement of call quality in sales calls by regularly listing to calls and providing coaching to consultants;
  • Conduct two call evaluation sessions with each sales consultants per week;
  • Attend and facilitate briefings sessions for campaigns assigned to you and/or to be dialled by your teams.
  • Ensure that there is adequate resource Management on the floor by their team members
  • Facilitate meetings: Facilitate and chair morning team meetings
  • Adhere to admin deadlines in submitting Teams documents and reports:
  • Performance Management documentation
  • Coaching documentation
  • Resource Management documentation
  • Pay roll report
  • Attendance reports etc.

3.
Key performance Measures:

  • Coaching and development
  • Reporting and analysis
  • Team Retention
  • Personnel issues (absenteeism, managing staff issues)
  • Leadership
  • Quality assurance

Knowledge, Skills and Abilities

  • Matric;
  • Computer literate;
  • Articulate;
  • Professional;
  • Patient;
  • Extremely high level of perseverance;
  • Selfmotivated Individual;
  • Ability to work well with others;
  • Excellent communication skills, verbal and written;
  • Good timemanagement;
  • The ability to interpret existing reports;
  • Strong Leadership abilities;
  • Strong Interpersonal Skills;
  • Ability to handle pressure/stress;
  • Self Starter/Self Discipline;

Salary:
R12, R26,000.00 per month

Education:

  • High School (matric) (required)

Experience:

  • Team management in a contact center: 1 year (required)

Shift availability:

  • Overnight Shift (required)
Expected Start Date: 2023/01/23

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