Outbound Contact Center Team Manager

4 days ago

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

**Salary**: R12,000.00 - 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)

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