Job description

Purpose of the role

To lead, guide, develop, support and manage a team of 12-15 telesales agents, ensuring that key sales performance requirements are achieved and delivered in line with operational requirements, processes and systems.

Key Performance Areas

Revenue and efficiency

• Ensure that the team and the agents’ key sales performance targets are met in line with business requirements
• Ensure team and agents’ quality standards are met and that a high standard of quality is achieved and maintained
• Set and maintain production standards and targets in line with departmental requirements
• Meet team efficiency targets as per KPA requirements for department

People management

• Identify training needs and ensure adequate training and coaching takes place
• Foster an environment that encourages and rewards innovation and challenges current methodologies, with a view to improve operational efficiencies across the business
• Manage, track and improve team’s absenteeism in line with required targets and Company processes, ensuring that consistency is applied
• Manage staff attrition levels and promote staff engagement by ensuring adequate measures are in place to improve the culture in the department
• Conduct regular performance reviews in line with department and Company policies and procedures
• Identify and manage behavior in line with prescribed legislation and Company policies and procedures
• Assist in the recruitment process by conducting interviews with short-listed candidates

Customer service

• Attend to all escalated matters from agents and/or customers to ensure customer satisfaction is maintained
• Promote excellent customer service orientation within team of agents and across the wider business
• Improve customer experience and service delivery statistics

Motivation

• Initiate and participate in motivational team and departmental activities
• Ensure all motivational activities are planned and implemented in line with the motivational plan to ensure buy-in from agents
• Complete motivational tasks within the required timeframes

Quality control

• Monitor calls and provide relevant feedback for improvement
• Conduct regular coaching in order to improve quality of service delivery
• Take appropriate action when quality standards are not met or upheld

Administration and reporting

• Capture required data in order to ensure all systems are up to date and accurate
• Provide daily, weekly and monthly reports in line with departmental requirements
• Prepare monthly and quarterly presentations for the management team and provide and share operational feedback and reporting
• Ensure all documents are completed, signed and approved within the required timeframes

Projects/other

• Participate in any projects as per the individual agreed KPA document for the operational area
• Represent the Company at disciplinary enquiries and act as a witness at the CCMA when required

Please note :

All interviews will be taking place via Microsoft Teams.

Qualifications and accreditations

• Grade 12/matric or equivalent

Experience and skills

• One year of sales experience
• One year of leadership/supervisory experience within a contact centre (preferably in telesales/outbound)
• Computer literate

Attributes and behaviours

• Energetic with a positive attitude
• Persuasive skills which include sales ability
• Ability to work independently as well as within a team
• Excellent communication skills
• Good analytical ability and attention to detail
• Resilient and change orientated

Posted on 06 Aug 13:05