About the position
Package & Remuneration
JOB DESCRIPTION
Key Responsibilities:
Team Leadership & Development:
- Supervise, mentor, and motivate a team of telemarketers to achieve individual and team sales targets.
- Conduct regular coaching sessions, performance evaluations, and feedback meetings to enhance team performance.
Target Achievement:
- Drive the team to meet or exceed daily, weekly, and monthly sales targets and key performance indicators (KPIs).
- Monitor calls and sales conversion rates, implementing corrective actions when necessary.
- Develop improvement plans to improve call efficiency, conversion rates, and overall team productivity.
Operational Management:
- Manage day-to-day operations of the outbound telemarketing team, including scheduling, resource allocation, and absence management.
- Ensure compliance with company policies, industry regulations, and best practices.
- Complete all people management administrative duties.
- Prepare regular reports on team performance, sales metrics, and other relevant KPIs for management.
- Facilitate regular team meetings to communicate updates, share best practices, and address any out of line issues.
- Lead initiatives to enhance the overall effectiveness and efficiency of the telemarketing function and overall team performance.
Customer Experience:
- Ensure that all customer interactions are conducted professionally, and that customer experience and satisfaction is prioritized.
- Handle escalated calls and customer complaints, providing solutions that align with company policies.
Qualifications and Experience: - Matric qualification
- Contact Centre Experience
- Relevant Telemarketing Sales Experience
- Management related qualification [advantageous]
- RE5 Financial Services Board Qualification [advantageous]
- 1-2 years team leader experience
- Sound understanding & application of people management procedures [e.g., IR, coaching]
Skills: - To be computer literate [MS Office & Intermediate Excel]
- Excellent communication skills [verbal, written & interpersonal]
- Customer Service Delivery
Behaviours: - Ability to work in a pressurised environment and meet deadlines
- Achieving Results - Is 'results' driven and achieves success by proactively tackling challenges
- Adhering to Standards - Ensures quality and compliance in the delivery of their work
- Meeting Customer Expectations - Consistently delivers exceptional customer service
- Planning & Organising - Uses a structured approach to effectively manage tasks
- Persuading & influencing
- Coaching & Mentoring
- Effective communication (Verbal, written & interpersonal)
- Negotiating skills
Preference will be given, but not limited to candidates from designated groups in terms of the Employment Equity Act
