The Team leader will be responsible for achieving daily, monthly, quarterly and annual goals by driving and motivating the Nightshift team. This is a warm leads campaign for an international campaign, so your ability to work with the team to ensure performance targets are met are crucial for this role. The Team Leader will build direct relationships with the client and will work closely with the team to leverage business resources and maximize revenue opportunities within this campaign.
You will need.
- Matric (Grade 12)
- 3+ years contact Centre Sales Management experience.
- 2+ year Nightshift experience in a management role.
- Good career track record
- Excellent written and verbal communication
CORE TECHNICAL COMPETENCIES
- Essentials·:
- Willing to work shifts.
- Willing to work Saturdays and extended hours.
- Ability to manage a team.
- Understanding Call center principles and practices
- Understands Call center benchmarks metrics.
- Able to coach and develop subordinates.
- Strong Sales or selling background.
- Proven track record
- Ability to resolve customer complaints.
- Microsoft word / excel / outlook proficient.
- Understanding of HR and IR policies ·
- Ability to work in a pressurized environment.
- Technical aptitude ·
- Excellent communication skills (written and verbal).
- Ability to handle escalations and take ownership.
- Decision making ability.
- Manage administration workloads and outbound projects.
- Advantageous
- Call Centre training & coaching experience
- Call handling & scripting
- Telephone etiquette skills ·
- Business writing and email etiquette
- Understanding of website navigation functionalities, technology savvy
KEY RESPONSIBILITIES
- Driving operational and technological efficiencies within the team
- Managing daily operations to perform at optimum standards.
- 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.
- Effective management and review of Objection handling script.
- Drive quality control and ensure corrective action are taken where required.
- Analyse performance statistics of teams
- Ensure adherence to the operational policies and procedures.
- Monitor performance on regular basis and provide constructive feedback.
- Pro-actively always encourage high performance.
- 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
- Conform and adhere to Safety, Health, and Environmental legislative requirements.
- Report any health and safety concerns/incidents in the workplace to the manager health and safety representative.
- Assist Callforce Direct to establish and maintain a fully compliant Healthy and Saf Work Environment.
- Coaching for performance.
SPECIAL REQUIREMENTS
- Own vehicle or reliable transport
- Ability to work flexible hours/ overtime.
The Team leader will be responsible for achieving daily, monthly, quarterly and annual goals by driving and motivating the Nightshift team. This is a warm leads campaign for an international campaign, so your ability to work with the team to ensure performance targets are met are crucial for this role. The Team Leader will build direct relationships with the client and will work closely with the team to leverage business resources and maximize revenue opportunities within this campaign.