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Telemarketing Team Leader

Remuneration:Market related 
Location:Cape Town, Southern Suburbs
Job level:Mid
Type:Permanent
Reference:#HCH-1307
Company:HomeChoice


Job description

Purpose of the role

The ideal candidate for this role will be responsible for leading, supporting, motivating and developing a team of telemarketing/sales agents, ensuring that key performance requirements and operational efficiencies are achieved in line with the company objectives.

Key Performance Areas

Drive sales objectives and revenue targets
  • Ensure that the team achieves the agreed revenue targets
  • Drive the teams efficiency targets
  • Ensure weekly call monitoring and coaching targets are achieved
Drive operational and quality efficiencies
  • Maintain productivity standards that are in line with business requirements
  • Consistently drive productivity by ensuring adherence to the schedule by tracking your teams dialler activity
  • Identify and escalate possible risk to the business as a result of procedural or system gaps
Ensure that an exceptional customer experience is consistently achieved
  • Attend to all escalated matters from agents or customers, ensuring customer satisfaction is maintained
  • Promote excellent customer service orientation within team of agents and across the wider business
  • Continuously improve customer experience and service delivery statistics
  • Ensure customer excellence is achieved by driving and maintaining high standards of quality and integrity
Ensure service level agreements are adhered to
  • Ensure that the departments service level agreements are in place and are achieved
  • Constantly engage with management regarding any challenges identified to mitigate through appropriate measures
People management
  • Ensure all team members have KPA’s and personal development plans in place with clear and tangible goals
  • Lead, guide, develop and support your agents by identifying and conducting coaching and training to achieve performance standards
  • Foster an environment that encourages and rewards innovation and challenges current methodologies
  • Promote staff engagement by ensuring adequate measures are in place to improve culture in the department
  • Initiate and participate in motivational team and departmental activities
  • Effective workforce planning ensuring adequate resources are in place to meet departmental objectives
  • Ensure all agents follow the leave management process and that all leave has been captured and approved
  • Identify and manage behaviour in line with prescribed legislation and company policies and procedures
Reporting
  • Capture required data in order to ensure all systems are up to date and accurate
  • Manage and track the team’s performance hourly, daily, weekly and monthly
  • Provide accurate reports in line with the departments requirements
  • Identify adverse variances and / or negative trends and proactively develop action plans to address this
  • Provide operational feedback to the Management team by identifying trends through data analysis
Projects
  • Participate in any projects as per the agreed KPA
  • Assist with the implementation and optimisation of projects and assignments


Requirements

Qualifications and accreditations
  • Grade 12/matric or equivalent
  • A relevant tertiary qualification would be advantageous
Experience and skills
  • Minimum of three years’ experience within the telemarketing/telesales (outbound) industry in a contact centre environment
  • Must have at least one to two years’ experience in leading a team within a target driven environment
  • Competent in MS Office packages, particularly MS Word, Excel and Outlook
  • Clear credit and criminal record
  • Effective communication skills (verbal and written)
  • Must be available to work shifts, weekends and public holidays
Attributes and behaviours
  • Strong motivational and leadership abilities with a positive attitude
  • Effective decision making and problem-solving abilities
  • Deadline and target driven
  • Recognise opportunities for improvement and use initiative to introduce them
  • Excellent interpersonal and communication (both verbal and written) skills
  • Ability to work independently as well as within a team
  • Excellent planning and organisational skills with a proactive approach
  • Attention to detail and the ability to interpret data
  • Resilient and change orientated


Posted on 05 Dec 14:16



See also: Team Leader

Home Choice

The HomeChoice Group is a leading credit-based direct marketing retailer selling homeware merchandise and financial services to the expanding urban middle-income mass market in southern Africa.

View company profile

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