Main Purpose Statement
The main purpose of this role is to manage a team of contact Centre staff in order to enable the company to meet and surpass its strategic objectives. To manage and oversee the Telemarketing team so that performance and productivity is maximized resulting in overall sales targets met consistently. The successful candidate will be required to work shifts in line with the Telemarketing operational hours Mondays to Saturdays.
Key Responsibilities
- Ensure that daily/monthly contact centre targets are met;
- Drive the achievement of targets;
- Agree set goals with team members covering performance, quality and development areas;
- Resolve people-related problems e.g. conflict of interest, absenteeism and disciplinary matters;
- Manage and maintain focused and highly motivated team members and ensure continuous communication, feedback, motivation and Company Behaviours are being lived;
- Coach, mentor and develop teams in a way which drives the right behaviours’ which in turn increases efficiency and productivity;
- Manage staffing needs, productivity and quality;
- Accurate Reporting;
- Ensure company policies and procedures are communicated to the team.
Key Competencies
- Planning and organising
- Influencing
- Self-motivated and target driven
- Operates best under pressure
- Excellent Communication Skills, both written and verbal
- Proven Leadership skills
- Strong customer service orientation
- Strong judgement and decision making ability
- Building and maintaining relationships
- Ability to motivate, mentor and develop team for high performance
- Manage successful performance
- Conceptual thinking
- Ability to persuade and influence
- Proven track record of coping with pressure and setbacks
- Strong drive and perseverance
Qualifications, Skills and Experience
- Matric/Grade 12 Certificate.
- Minimum of 2 years recent successful Team leader experience in a Call Centre environment essential.
- Experience in Telemarketing Call Centre environment advantageous
- The successful candidate will be required to work shifts in line with Telemarketing Departments operational hours (Mon – Sun).
- Computer Literacy – must be proficient and have solid understanding of MS Office suite.