Team Leader

3 weeks ago

Durban, South Africa STARTEK Full time

Meet daily, monthly sales targets.
- Ensure data quality and accuracy.
- Attendance registers are completed on a daily basis and all leave requests are submitted timeously.
- Ensure agent sick/leave requests are authorized timeously and relevant documentation uploaded and submitted through to HR.
- Resolve escalated issues and queries and working to minimize the occurrence of issues again within an acceptable timeframe.
- Ensuring that each sales agent is aware of the number of calls that he/she has to make in the day.
- Provide regular feedback where agent recovery performance is below the required standard.
- Complete the Performance Management KPI Evaluation Form on a monthly basis for your team.
- To analyse daily reports and implement improvement plans to achieve sales target as well as daily productivity.
- To work closely with the Sales Manager to ensure the required staff are in place as and when required.
- To provide each team member with individual reports on sales performance as well as productivity performance on a daily basis and to highlight issues and concerns.
- To conduct coaching and quality monitoring sessions with agents.
- To constantly manage and monitor the team on: -Motivation, training coaching and quality performance
- Briefing and debriefing of staff.
- Handling of any staff concerns/queries and giving the necessary feedback to the Sales Manager.
- Ensuring adherence to rosters and breaks.
- Ensuring that all sales agents capture all the information required by the client into the system accurately.
- Query of processes or actions where there are concerns
- Escalation of issues that need to be handled at a higher level
- Effectively deal with irate clients and manage customer expectation.
- Drive sales performance on a daily/weekly/monthly basis.
- Review feedback as to the quality of the call/s provided by the QA department.
- Monitoring of associate productivity throughout the day

**Job Type**: Permanent

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