We are seeking to recruit a Team Leader to join our team. The ideal candidate for this role will be responsible for leading, supporting, motivating, and developing a team of sales Agents, ensuring that key performance requirements.
Key Performance Areas
- Ensure that the team achieves the agreed performance targets and that all customer queries are resolved effectively and efficiently within the set turnaround times.
- Ensure that the company’s sales target are met.
- Attend to all escalated matters from Agents or Customers, ensuring customer satisfaction is maintained.
- Promote excellent customer service orientation within team of Agents and across the wider business.
- Continuously improve customer experience and service delivery statistics.
Make sure that all operational and quality efficiencies are adhered to:
- Drive the team’s efficiency targets.
- Establish and maintain productivity standards that are in line with business requirements.
- Consistently drive productivity by ensuring adherence to the workflows.
- Identify and escalate possible risk to the business as a result of procedural or system gaps.
Ensure service level agreements are adhered to:
- Ensure that the department’s service level agreements are in place and are achieved.
- Constantly engage with management regarding any challenges identified to mitigate through appropriate measures.
People management:
- Lead, guide, develop and support your agents by identifying and conducting coaching and training to achieve performance standards.
- Foster an environment that encourages and rewards innovation and challenges current methodologies.
- Initiate and participate in motivational team and departmental activities.
- Effective workforce planning ensuring adequate resources are in place to meet departmental objectives by being actively involved in the talent acquisition process.
- Identify and manage behaviour in line with prescribed legislation and company policies and procedures.
Experience & Skills
- Minimum of 3 years’ experience within the BPO SALES industry in a Contact Centre environment.
- At least 1 to 2 years’ experience in leading a team within a deadline driven environment.
- Competent in MS Office packages, particularly MS Word, Excel, and Outlook.
- Clear credit and criminal record.
- Must be available to work on public holidays.
Attributes & Behaviours
- Strong motivational and leadership abilities with a positive attitude
- Effective decision making and problem-solving abilities.
- Display a customer centric attitude.
- Recognise opportunities for improvement and use initiative to introduce them.
- Excellent interpersonal and communication (both verbal and written) skills.
Competencies Required
Leads through inspiration:
- Invests in honest and constructive feedback.
- Dedicated to coaching and mentoring.
- Creates space for others to perform and grow.
- Builds high performing teams and celebrates success
We are available on 57105329 or 57879176 (Monday to Friday as from 10h till 3 pm)