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Sales Team Leader

7 months ago

Bellville, South Africa CX-International Full time

**Primary Objectives / Role purpose**

Our goal is to provide Gold Plated Service and deliver the most effective customer service experience. The individual will lead a team of highly driven, self-motivated and focused Sales Advisors by driving KPI’s, efficiencies, high client centric engagement and performance.

**Key Responsibilities**
- Three years minimum Team Leadership experience with a demonstrable record of over-achieving and leading in a Sales environment, preferable in the following industries: Energy, Financial Services, Insurance, with the emphasis being on selling energy contracts and additional services products.
- Drive call times and script compliance with team while maintaining KPIs and monitoring performance.
- Coaching and developing the skills and effectiveness of the team. Leading daily buzz sessions (huddles), live listening, side by side coaching and structured 1:1 and compliance feedback. We would expect a show and tell style manage who is able to jump on the phones and support the agents to close when needed.
- Aid the design and implementation of appropriate strategies to drive sales whilst delivering exceptional service.
- Proactively review the effectiveness of those strategies, making recommendations for improvement which will benefit Commercial Power and its customers on a continuous basis.
- To comply with the requirements of the regulatory regime which we operate within, ensuring the necessary documentation detailing strategies, policies and processes is maintained and updated.
- To ensure compliance and delivery of all SLA’s / Performance Standards, addressing issues and escalating where necessary.
- Analysis and reporting of KPI’s to assess performance and assist Operations Manager
- Support with internal and external audits ensuring feedback is given in a timely manner.
- Conduct daily team meetings/business updates.
- Conduct monthly 121 discussions with advisors/administrators and any other direct reports.
- Continue to drive the business strategy of developing people through cross skilling.
- Support business initiatives and process changes through effective leadership and communication

**Behavioural Competencies**
- Leads with Integrity
- Able to motivate and coach others and have fin whilst doing it
- A problem solver
- Results Driven
- Multi-tasker
- Tenacious and resilient
- Organised and disciplined
- Quality Focused

Ability to commute/relocate:

- Bellville, Western Cape: Reliably commute or planning to relocate before starting work (preferred)

**Education**:

- High School (matric) (required)

**Experience**:

- Team Leadership: 3 years (required)
- outbound telesales: 3 years (required)
- Call center: 2 years (required)