Outbound Call Centre Team Leader

3 weeks ago

Umhlanga Rocks, South Africa Maluti Consulting Full time

The Call Center Team Leader at Maluti Consulting is the **leader of,** and is **responsible for,** the **sales performance and behaviour** of 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 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 documents
- Coaching Documents
- Resource Management documents
- Pay roll report
- Attendance reports etc.

**3.** **Key performance Measures**:
1. Coaching and development

2. Reporting and analysis

3. Team Retention

4. Personnel issues (absenteeism, managing staff issues)

5. Leadership

6. Quality assurance

**Knowledge, Skills and Abilities**
- Minimum Matric (degree will be an advantage)
- Computer literate with the ability to multitask
- Demonstrate problem-solving skills by using available tools and resources to guide decisions
- Target driven with high energy levels.
- Computer literate with good keyboard skills/ excellent excel skills
- Attention to detail ensuring all legislative and compliance requirements is covered for each call
- Good conflict resolution skills
- Accountable and able to take ownership of work independently
- Ability to handle pressure/stress;
- Self Starter/Self Discipline;

Pay: R8 000,00 per month

Application Deadline: 2024/06/17

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