Sales Team Leaders - Cape Town Verfied

Salary Negotiable Cape Town, Western Cape Cape Town, Western Cape more than 14 days ago 15-02-2017 8:31:47 PM
15-03-2017 8:31:47 PM
Sales Team Leader - Contact Centre
Cape Town
Market-related + Shift Allowance + Benefits

Overall purpose of the role
The purpose of this role is to ensure the day to day management and outcomes of a team of Sales Agents, in a manner that is in line with executing plans to achieve saes targets by ensuring results are driven by producing quality outcomes and interactions for customers.
Minimum Requirements essential for the position
• Grade 12 / Matric Equivalent
• Tertiary education specifically in Marketing, Commerce or Business Related Studies (Advantageous)
• 1 – 3 years contact centre experience and proven track record within sales environment
• 2 – 3 years Sales Team Management experience required
• Experienced in Microsoft Office with intermediate skill level for Excel
Key Performance Areas:
People Management
• Coaches the team in order to ensure quality of delivery that meets the appropriate standard within sales capability, cross selling and providing a high quality customer experience
• Supports team and individual development through career and development planning
• Measures and manages the team to ensure out-of-line situations are immediately addressed and in-line client sales methodology
• Ensures team compliance and quality assurance deliverables include compliance score card results
• Communicates information in a timely, accurate and understood manner to all team members
• Ensures that all Human Resource policies and procedures are observed
• Creates a team culture that is focused on sharing in relation to the approved product list, industry knowledge
• Builds a competitive unified team that is customer focused, quality orientated and compliance
• Understands existing and newly evolving business practice and process, and ensure team conducts activities accordingly
Communication and Feedback
• Conducts team briefs as scheduled by the work force management team and in-line with the weekly focus agenda set by the Operations Managers
• Ensures regular feedback is given to agents with regards to action plans that have been set
• Ensures all relevant business communications are communicated to the team as and when required
• Drives team strategies
Reporting and Administration
• Signs off agents timesheets on a weekly basis and resolves any payroll related matters
• Tracks and accurately updates operational performance files for agents on a weekly basis
• Compiles and sends reports as required by the business for relevant updates
Customer Satisfaction
• Drives the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback
• Works to resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate
• Drives teams performance on systems and all metrics in accordance to the contractual obligation
• Ensures the team operates within identified KPI metric parameters
• Ensures that the team achieves sales and conversion targets
Additional Information
• Working Hours: 22h00 – 14h00 ( 9 Hour shifts between those hours)
• Monday – Sunday (rostered off days)
• Start Date: ASAP
Should you meet all the above criteria, please forward cv. Kindly note that should you not received feedback within 14 days of your application, please consider your application as unsuccessful