Key Responsibilities:
Team Leadership & Development:
Supervise, mentor, and motivate a team of telemarketers to achieve individual and team sales targets.
Conduct regular coaching sessions, performance evaluations, and feedback meetings to enhance team performance.
Target Achievement:
Drive the team to meet or exceed daily, weekly, and monthly sales targets and key performance indicators (KPIs).
Monitor calls and sales conversion rates, implementing corrective actions when necessary.
Develop improvement plans to improve call efficiency, conversion rates, and overall team productivity.
Operational Management:
Manage day-to-day operations of the outbound telemarketing team, including scheduling, resource allocation, and absence management.
Ensure compliance with company policies, industry regulations, and best practices.
Complete all people management administrative duties.
Prepare regular reports on team performance, sales metrics, and other relevant KPIs for management.
Facilitate regular team meetings to communicate updates, share best practices, and address any out of line issues.
Lead initiatives to enhance the overall effectiveness and efficiency of the telemarketing function and overall team performance.
Customer Experience:
Ensure that all customer interactions are conducted professionally, and that customer experience and satisfaction is prioritized.
Handle escalated calls and customer complaints, providing solutions that align with company policies.
Qualifications and Experience:
Matric qualification
Contact Centre Experience
Relevant Telemarketing Sales Experience
Management related qualification (advantageous)
RE5 Financial Services Board Qualification (advantageous)
1-2 years team leader experience
Sound understanding & application of people management procedures (e.g., IR, coaching)
Skills:
To be computer literate (MS Office & Intermediate Excel)
Excellent communication skills (verbal, written & interpersonal)
Customer Service Delivery
Behaviours:
Ability to work in a pressurised environment and meet deadlines
Achieving Results - Is 'results' driven and achieves success by proactively tackling challenges
Adhering to Standards - Ensures quality and compliance in the delivery of their work
Meeting Customer Expectations - Consistently delivers exceptional customer service
Planning & Organising - Uses a structured approach to effectively manage tasks
Persuading & influencing
Coaching & Mentoring
Effective communication (Verbal, written & interpersonal)
Negotiating skills
Preference will be given, but not limited to candidates from designated groups in terms of the Employment Equity Act
Please ensure your Line Manager is aware and supports your application.
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