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.