OUTBOUND CALL CENTER TEAM LEADER IN SOUTH AFRICA

Team Management• Ensure sales agents are delivering individual- and team targets• Leadership of team• ‘Lead from the front’ – Set a positive example to agents with regards to work ethic, company culture, maintaining high energy levels, etc. • Drive a high-performance environment• Manage and motivate sales and quality performance• Conduct daily impact sessions• Conduct daily pitching sessions• Active floor-walking• Carry out weekly performance reviews and conduct weekly ‘catch-up’ meetings with agents to discuss morale, performance and areas of concernTrend Analysis• Monitor and analyse team performance on a regular basis and action appropriately• Assess and report trends that stand out (high dial count, high claims) and establish possible reasons for those• Take appropriate and timely action whenever performance is not in line with established standardsReporting • Create and publish reports detailing all aspects of team performance• Provide accurate and timely data to MGM team • Provide solutions to maintain and improve team statistics• Provide weekly attendance report• Regularly update team statisticsHuman Resources • Take appropriate disciplinary action according to the Company’s Code of Conduct • Liaise with Sales Manager and Human Resources where necessary• Conduct Performance discussions and implement Performance Improvement Plan in line with Company Policy when appropriate• Participate in recruitment activities (when needed)• Manage all team exceptions (VAC, Sick, etc.)Technical • Troubleshoot and follow up on technical issues• Raise tickets on the IT Helpdesk in a timely manner and follow up through appropriate channelsKnowledge, Skills & Experience• months experience in a similar role – preferably in a leadership position in an outbound / cold calling sales environment • Proven ability to deliver the desired business goals • Proven ability to facilitate and contribute in group interactions• Proven ability to conduct and implement coaching feedback in a sales environment • Proven ability to work in a dynamic and fast paced environment