Our client who operates a outbound call center in Durban central is seeking an experienced and motivational Call Center Team Leader to join their dynamic team.
An awesome career opportunity awaits.
Min Grade 12
Min 2 year previous Team Leader experience ( call centre outbound sales environment)
Attention to detail
Able to provide reporting and analyse same
Effective coaching and mentoring skills
Innovative and inspirational
Performance driven and able to meet targets
Outstanding time keeping and attendance
Good communication skills
Able to build a team up to 18 outbound sales agents
Fully Vaccinated (proof required)
General Duties :
1. General Administration
Daily Register and attendance reports
Confirmation of client information where agents requests
Logging IT Complaints
Reporting on absenteeism, productivity, sales results and coaching sessions conducted
Assist with walk in clients, including logging queries with customer care
General Filing of employees’ documents
2. Recruitment and HR functions
Ensure accurate staffing levels are recruited, maintained and liaise with management for any advertising requirement
Ensure compliance to the Disciplinary Code of Conduct and procedures.
Set Up new trainees in the online training portal
Follow the Disciplinary Code of Conduct and procedures when required.
Assisting in completing and submission of leave forms and attach relevant supporting documents.
3. Sales coaching
Supervising and monitoring agents within your team, average team size target of 18 agents
Motivate & inspire team members to perform their duties and reach their individual KPI’s
Recognise & celebrate team & individual accomplishments & exceptional performance
Organise and facilitate team meetings
Conduct performance reviews
Call evaluations and follow up coaching.
QA investigations and feedback to agents and Manager (including communication with the Training department)
Assist with referring agents for training when necessary
Leads Verification, Management and Generation (referrals, capturing and dispositioning)
4. Other :
Open and Locking up Office when required