Telemarketing Teamleader

**Purpose of the role**

To lead, guide, develop, support and manage a team of 12-15 telesales agents, ensuring that key sales performance requirements are achieved and delivered in line with operational requirements, processes and systems.

**Key Performance Areas**

**Revenue and efficiency**
- Ensure that the team and the agents' key sales performance targets are met in line with business requirements
- Ensure team and agents' quality standards are met and that a high standard of quality is achieved and maintained
- Set and maintain production standards and targets in line with departmental requirements
- Meet team efficiency targets as per KPA requirements for department

**People management**
- Identify training needs and ensure adequate training and coaching takes place
- Foster an environment that encourages and rewards innovation and challenges current methodologies, with a view to improve operational efficiencies across the business
- Manage, track and improve team’s absenteeism in line with required targets and Company processes, ensuring that consistency is applied
- Manage staff attrition levels and promote staff engagement by ensuring adequate measures are in place to improve the culture in the department
- Conduct regular performance reviews in line with department and Company policies and procedures
- Identify and manage behavior in line with prescribed legislation and Company policies and procedures

**Customer service**
- Attend to all escalated matters from agents and/or customers to ensure customer satisfaction is maintained
- Promote excellent customer service orientation within team of agents and across the wider business
- Improve customer experience and service delivery statistics

**Motivation**
- Initiate and participate in motivational team and departmental activities
- Ensure all motivational activities are planned and implemented in line with the motivational plan to ensure buy-in from agents
- Complete motivational tasks within the required timeframes

**Quality control**
- Monitor calls and provide relevant feedback for improvement
- Conduct regular coaching in order to improve quality of service delivery
- Take appropriate action when quality standards are not met or upheld

**Administration and reporting**
- Capture required data in order to ensure all systems are up to date and accurate
- Provide daily, weekly and monthly reports in line with departmental requirements
- Prepare monthly & quarterly presentations for the management team and provide and share operational feedback and reporting
- Ensure all documents are completed, signed and approved within the required timeframes

**Projects / Other**
- Participate in any projects as per the individual agreed KPA document for the operational area
- Represent the Company at disciplinary enquiries and act as a witness at the CCMA when required

**Please Note**:
All interviews will be taking place via Microsoft Teams.

**Qualifications & Accreditations**
- Grade 12 / Matric or Equivalent

**Experience & Skills**
- 1 Year sales experience
- 1 Year leadership/supervisory experience within a Contact Centre (preferably in Telesales/Outbound)
- Computer literate

**Attributes & Behaviours**
- Energetic with a positive attitude
- Persuasive skills which includes sales ability
- Ability to work independently as well as within a team
- Excellent communication skills
- Good analytical ability and attention to detail
- Resilient and change orientated