Key Responsibilities JOB DESCRIPTION Team Leadership & DevelopmentSupervise, 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 AchievementDrive 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 ManagementManage 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 ExperienceEnsure 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 ExperienceMatric qualificationContact Centre ExperienceRelevant Telemarketing Sales ExperienceManagement related qualification (advantageous)RE5 Financial Services Board Qualification (advantageous)1-2 years team leader experienceSound understanding & application of people management procedures (e.g., IR, coaching)SkillsTo be computer literate (MS Office & Intermediate Excel)Excellent communication skills (verbal, written & interpersonal)Customer Service DeliveryBehavioursAbility to work in a pressurised environment and meet deadlinesAchieving 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 & influencingCoaching & MentoringEffective communication (Verbal, written & interpersonal)Negotiating skillsPreference will be given, but not limited to candidates from designated groups in terms of the Employment Equity ActPlease ensure your Line Manager is aware and supports your application.About UsWho we are is because of our people. They are our greatest asset. TFG is an internationally diversified retail portfolio of 34 speciality lifestyle and apparel brands that Inspire our Customers to live their Best Lives and are woven into the lives of millions. Our vision is to create the most remarkable omnichannel experiences for our customers. TFG is more than a workplace, it's a launchpad for your growth. Join us and explore endless growth opportunities across our diverse brands. We're a purpose-led business, and on this team, you'll share the pride of making an impact across a whole industry.We're the designers, the makers, the shakers and the teams behind the scenes.Are you with us?About The TeamOur contact centres play a vital role in the success of our business. They are often the first point of contact for our customers. Our team members who work in this department are highly skilled and motivated to deliver outstanding service. They're knowledgeable about our products and services and are always ready to help solve any issues our customers might have.
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