OUTBOUND SALES : TEAM LEADER

SUMMARY:

The purpose of the Team Leader: Outbound Sales is to lead, supervise, coach and mentor high paced outbound Contact Centre Agents in conjunction with the Contact Centre objectives and as such establishing excellent and consistent standard of service and compliance from the Agents.

The Team Leader will create an effective support team and c...

POSITION INFO:

The purpose of the Team Leader: Outbound Sales is to lead, supervise, coach and mentor high paced outbound Contact Centre Agents in conjunction with the Contact Centre objectives and as such establishing excellent and consistent standard of service and compliance from the Agents.

The Team Leader will create an effective support team and cultivate strong business relationships within the iSON Xperiences functions, amongst both internal and external stakeholders and as such ensuring that all SLAs are met and/or delivered all the time every time.

The Team Leader is required to manage the performance of the individuals in his/her team through daily interactions, statistical analysis and call monitoring. This includes providing appropriate coaching and development techniques to ensure enhancement in performance and development of everyone. In addition, the Team Leader is required to assume a supportive/nurturing role and build rapport with each team member to optimize performance and productivity.

• Team Management: Dynamic leading and managing a team of +- 15 agents
• Planning and reporting: compiling reports
• Learning Development: Assessing training needs
• Dynamic leading and managing sales agents.
• On-the-go performance management, monitoring and driving targets.
• Provide leadership and focus to the Agents ensuring everyone is highly focused and that morale and motivation is in line with the achievement of sales targets.
• Interfacing with internal support teams as and when required.
• Adhering to the attendance and leave management process.
• Fostering teamwork by means of demonstrating interest and skill in getting the team to work together.
• Coaching team to ensure that their delivery and outputs meets the required standards.
• Managing and motivating Agents through different forums
• Adhering to general compliance with strong quality measures
• Ensuring performance reviews are carried out with Contact Centre Agents weekly.
• Adhering to call centre best practice and internal processes and procedures
• Daily management of absenteeism within the team
• Supporting the Contact Centre Manager and compliance with all Contact Centre initiatives to ensure delivery of SLA’s and performance targets.
• Ensuring that all Agents reach daily sales targets.

Requirement

• Minimum matric or NQF equivalent
• Relevant tertiary qualification advantageous
• Leadership or management skills
• People Skills
• Good Salesmanship
• Customer Service Skills
• High Energy Level
• Honesty and trustworthy
• Knowledge on a Variety of Products
• Product knowledge
• Communication skills
• Active listening skills
• Rapport-building skills
• Time-management skills
• Organizational skills
• Problem-solving skills

Experience

• · No less than 3 years Call Centre sales agent experience in an Outbound environment, Attend to inbound and outbound calls.
• · Short term or Long term experience