Telesales Supervisor
Yawee IT Solutions
Gauteng, ZA
8d ago

To manage, develop and support a team of Sales Representatives and implement day-to-day operational plans to ensure effective performance and revenue objectives are met.

Provide motivation through individual contact, goal setting, periodic meetings and incentive initiatives.


  • To ensure their respective teams achieve and exceed targets
  • Ensure that established goals and quotas for the department are
  • reached and motivate team to meet these goals.

  • To produce, track and analyse sales and performance reports.
  • Responsible for ensuring that the team meets service levels and other key performance indicator targets.
  • Develop workflow schedules with agents each month to ensure call centre objectives are covered.
  • Motivate and encourage agents through positive communication and feedback
  • Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
  • Take calls that your agents can’t handle and be available when an agent appears to need assistance.
  • Provides direction to employees according to established policies and
  • management guidance. Administers Company policies that directly affect

    subordinate employees

  • Train staff on products and services (through formal training and
  • one-on-one coaching / mentoring) by focusing on the sales process to

    ensure maximum sales generation and high closure rates.

  • Be visible and available to assist team with queries and complaints.
  • Ensures adherence to budgets, schedules, work plans, and performance
  • Responsible for ensuring that the team meets service levels and other key performance indicator targets.
  • Responsible for providing feedback to Tele-Sales staff and guiding them on how they can increase revenue.
  • Conduct ongoing training and coaching to meet quality requirements
  • Ensures 100% compliance and incorporate TCF outcomes.
  • Conduct 4 audits per rep per month (2 Sales / 2 non sales)
  • Ensure monthly reviews are conducted with reps.
  • Create and maintain staff file, which includes reviews, coaching, audits etc.
  • Keep track of attendance, daily statistics, paid time off, sick time, etc.
  • Ensure daily reflection sessions with team.
  • Together with senior management recruit new staff and retain existing talent.
  • Review the past week’s events, including statistics, results and industry news.
  • Disseminate new product information to the agents.
  • Develop contests, awards and themes that increase morale, focus and loyalty.

  • Must have supervisory / management experience of 3 years,
  • Must have 2 years Insurance experience,
  • Extensive product knowledge required,
  • Matric and R E qualification.
  • Apply
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