Call Centre Team Leader

Work from Home Position

The Overall responsibility for Team success by agreeing, implementing and monitoring individual and Team objectives and targets whilst ensuring company policies and procedures are adhered to.
 
Summary of Essential Job Functions:
Meet individual and team sales requirements as set out in KPI policy and procedure.
 
Job Description
 
Sales
• Monitor Team performance and activity
• Keeping up to date with company strategies and new developments
• Ensuring that the Team is always 100% up to date with company strategies and new developments. 
• Ensuring that the Team members are all selling using the standards set by management 
• Ensuring that changes in the product and techniques are communicated efficiently and timeously to all members
• Ensuring that changes are implemented effectively within the set time frames
• Understand and communicate the effect of the quality of the sales on the revenue of the company
• Identifying the correct customer as per the company strategy and educate the team members accordingly • Motivating team members to adhere to strategy of selling to the correct customer as per the company strategy
• Support the management of the business to identify and mitigate risks areas of improvement • Deliver business targets and objectives and create a performance orientated culture • Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
• Work with the management to identify and deliver positive change and business efficiencies • Deliver the allocated part of the operation within agreed budgets, service levels and business targets • Escalate any appropriate problems to management
• Support management in highlighting operational risks and areas for improvement • Perform auditing and quality checking
• Ensure that the Sales Formula is followed at all times
• Follow the company strategy with regards to leads generations and management
• Always be aware of your team’s targets and performance in comparison to the company’s targets and performance.
 
People Management
• Work closely with the team, motivating and coaching them in a remote environment • Hosting 1-on-1 meetings to support individuals
• Ensure that all training and development plans are maintained for all your team members • Ensure that team attendance and retention targets are achieved
• Manage the fair and consistent application of performance management and disciplinary measures as necessary
• Lead and inspire a team of sales agents to deliver excellent levels of individual/team performance and customer satisfaction
• Identify areas of improvement in your team members and correct these quickly and efficiently • Ensure that the team members are always aligned to the company goals and strategies
 
General
• Ensure that all reports requested are submitted timeously and accurately
• Always base decisions and actions on the facts as well as deeper investigations
• Always look for the actual, real problems and solve the cause of any problem and not the symptoms
 
Education & Key Competencies Required
• Team Management Experience
• Team Management Experience in a remote environment advantageous
• Experience with VOIP dialler (VICIdial experience preferable)
• Excellent leadership and communication skills
• Understands and uses disposition reports efficiently (Expert level)
• Strong coaching and people-development skills through call listening, quality feedback, etc.
• Energetic and motivating individual
• Creative thinking
• Proven track record of sales in an outbound call centre
• Proven ability to address customer needs and objections
• Ability to communicate clearly and effectively
• Fluent in English
• Understand the art and science of selling
• Can sell/ manage agents who sell to our customer (Expert level)
• Confident and never give up attitude
• Persuasive Negotiation Skills
• Ability to work from home with a stable internet connection with speeds higher than 2mbps • Relevant sales in-house training certificates or accredited courses
• Self-Driven and self-motivated
• Goal Oriented