Outbound Sales Team Leader

4 weeks ago

Durban, South Africa CallForce Full time
  • Leading a team within the Outbound and telemarketing Call Centre to meet business requirements
  • To guide and support team members
  • Setting, measuring and meeting performance targets for speed, efficiency, sales and quality for the team
  • Driving operational and technological efficiencies within the team
  • Managing the daily running of the team
  • Monitor team members performance against target on a day-to-day basis, and implement changes where appropriate
  • Ensure the individual team member’s service standards are adhered to, e.g. meeting and exceeding Targets, team productivity, data conversions, Talk time interactions captured, etc.
  • Handling difficult customer complaints or enquiries
  • Drive quality control and ensure corrective action are taken where required
  • Analyze performance statistics of teams, e.g. number of calls per team, number of successful contacts, wrap up codes and ensure that appropriate action is taken.
  • Forecasting capacity against plan on a weekly/monthly basis
  • Ensure adherence to the operational policies and procedures
  • Participating in the recruitment and selection of staff
  • Monitor performance on regular basis and provide constructive feedback
  • Pro-actively encourage high performance at all times
  • Ensure all staff issues are dealt with appropriately and within a timely fashion
  • Ensure all daily, weekly and monthly workloads are completed
  • Motivating, developing and retaining staff
  • Identifying staff training needs and planning of training sessions
  • Adhering to all HR policies and procedures
  • Monitor performance on regular basis and provide constructive feedback

Should you not hear from us within 14 days of applying, kindly consider your application unsuccessful for this role.

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