Sales Team Leader

3 months ago

Umhlanga Rocks, South Africa Huntswood Full time

Managing Performance and achievement of team KPIs
- Leave/ Absence management ensuring required resourcing is available as per SLA.
- Disciplinary & HR related matters are attended to as they arise in line with company policy and protocols.
- Maintains team Motivation.
- Reward & Incentive are planned and implemented on an ongoing basis.
- Ensure that the employee experience is consistent with the HW culture and
- Ongoing sales coaching is provided to the team.
- Regular call listening to provide guidance and support.
- Team professional Development is considered and addressed with the advisor (CPD, succession, career pathing, ect)
- Sharing of best practices with the team
- On going knowledge sharing activities to keep the team updated
- Monthly 1-1s with team members
- Identify skills / knowledge gaps and independently address or escalate for assistance.
- Identify and nurture top talent within the team.
- Develop a repository of resources that can be used during meetings/ coaching to build and development the team.
- Establish the mechanisms that best drives performance within the team to aid continuously high levels motivation.
- Based on trend reporting understand key challenges and partner with learning to address.
- Quality Standards are monitored on an ongoing basis with particular focus on CSAT.
- Necessary actions are taken to address gaps (knowledge & skill).
- A continued focus on customer experience by re-integrating on an ongoing basis with the team the high standards expected.
- The leader must refer to and complete all operational requirements/ task in line with the departments operating rhythm.
- Host regular meetings to update and check in with the team. Capacity/ Resource Plan in line with the occupancy requirements
- Manage call queues and wait times.
- Process management
- Internal compliance and quality control mechanisms are in place.
- Participate in department related projects and change activities.
- Execute actions arising from business related projects.
- Connect and collaborate with others in the project team to ensure successful outcome.
- Keep stakeholders well informed with ongoing communication on progress/ setbacks.
- Timeously responding to queries and communication from the client
- Prepare adequately for client visits
- Maintain good communication and build healthy working relationships with the client.
- Keep the client aware of necessary information by providing regular feedback
- Build confidence with the client by sharing achievements and note worth information.
- Report on continuous improvement activities within the department if required to.
- In conjunction with your Ops Lead identify change initiatives which could benefit your team or wider department
- When invited partner with Business on wider organizational change initiatives.
- Drive change initiatives ensure it as the desired outcome within your team.
- Monitor the results of the change activities within your team and report to your Ops Leader.
- All necessary reports are completed in line with department schedule / client requirements (daily, weekly, monthly)

**Key Competencies**
- Understanding of Business processes & policies
- Planning
- Leading sales teams
- Analytical
- Conflict resolution
- Strong communication
- Listens to understand.
- Run effective meetings.
- Goal/ Target Orientated
- Self-Directed
- Sales Coaching
- Able to successfully upskill a team.
- Able to demonstrate sales ability and different sales techniques.
- Developmental Approach to building the sales and service capability within the team.
- Provides learning opportunities in everyday work.
- Identity together with the advisor, professional and personal goals and support their achievement towards this.
- Understand the best tools to use to develop key competencies / skills within sales teams.
- Administration
- Leadership
- Planning
- Organizational
- Continuous improvement
- Operational Knowledge
- Prioritization of workload
- Good communication (written and verbal)
- Time Management
- Structured approach
- Report Feedback
- Relationship Building
- Professional
- Good communicator
- Provides Input and suggestions for continuous improvement.

**Behavior**
- People Positive
- Fair
- Approachable
- Good communicator
- Solutionist
- Role model Huntswood Culture & values
- Set clear expectations.
- Integrity
- Takes responsibility and accountability for the team’s output.
- Inspirational
- Knowledge sharing
- Provide guidance & support. Promote a culture of high performance.

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