Call Centre Team Lead In Place Recruitment is the culmination of a dream, hard work, and a wealth of financial services experience.
Our client is a large Lead Generation company in Randburg.TargetsHolding Morning meetings with agents to allocate and tweak agents campaigns based on targets and attendanceAllocating agents to campaigns per agreed minimum agent campaign allocation provided by ShaunReassigning agents to new data, should existing data not be resulting in successful sales conversion -
defined as conversion that results in daily target being achieved)Ensure the daily sales target is achieved , if not achieved a brief summary to be sent to Shaun DailyEnsure we achieve weekly sales target , brief weekly summaryEnsure not more than 15% of your agents are on performance reviewDataAllocate leads to agents ensuring they always have data to dialCreate campaign for all new data sets.
Ensure all integration is tested and works before going liveWhen asked to test data, ensure you create a campaign such that accurate stats can be obtained within 24 hours of dialling.
Provide feedback to all parties involved daily for as long as campaign is being dialled.ScriptingSpot check listen to calls to ensure agents are using scripts correctly, require weekly reporting feedback on thisAgents need to sign that they have read and will abide by script, copies of this saved on drive.
This is applicable to all agents.Agents need to sign that they have been given commission structure for campaign they dialling.
Copies of this saved on drive. This is applicable to all agents. Also includes if agents move to different campaignsQADistribute fail / error / coaching sheets once created by Qa agents and returned to Anneke within 24 hoursListen to a (NI) disposition per agent to vet quality -
Send feedback to Shaun weekly - Every FridayListen to a random sale per agent to vet quality - Send feedback to Shaun weekly -
Every FridayAgent Performancewalking the floor - at least 15 minutes every hour, monitoring agent behaviour livegetting on the dialler yourself to test data and lead by exampleensure agents capture sales fields correctlyverify all sales before agent leaves floor for the dayensure agents are achieving their daily and weekly targets , if not follow the performance management processAgent Disciplinemonitoring attendance and punctuality on daily basis and ensuring warnings and fines are applied where necessary , agents need to be at work at 8amInform HR if agents have communicated they will not be in, as well as if they are absent without communicationmonitoring non work related activity cell phone usage, internet usage and discipline accordinglyensuring HR is consulted and included before any decision is made regarding warnings, and staff employment or removal thereofEnsure agents are not skipping leads and dispositioning correctlyEnsure the target board is updated hourlySystemsensure all management understand system and all functionality 100%removing and updating changed or discontinued products and product info off crmReportingReviewing and analysing Agent output -
dials, talktime and sales. Include avg per teams here as wellReviewing and analysing Qa pass / fail - split per agent, qa agent and campaignincentive stats -
of agents making incentive per team, avg sale per agent per team vs min incentive requirementReview Actual incentive report showing incentive made for week by each agent, team and total.
This is always based on sales verified less fails and errorsReviewing, analysis and commentary on above reportsEnsure the agents Info Report is updated every Friday and mailed to ShaunIncentives and cultureProvide input on awards ceremonies and agent recognition -
performance, longevity, specific goalsRecruitment and training - versatile training, no barred agentsEnsure HR sources computer, email address, system id before agent hits the floorCall Centre Expense Reconciliationensure lunch prize recon spreadsheet maintained, needs to be updated and sent to finance weeklyCustomer Careensure if potential compliance issue (agent sold incorrectly etc.
then escalated to Shaun immediatelyensure all hot lead referrals coming via mail get to floor asapREQUIRED QUALIFICATION(S) : MatrixPREFERRED EXPERIENCE : Minimum 1 year experience in a call centre environment in a supervisory / team leader roleKNOWLEDGE : ExcelCRMLead distribution