Responsible for managing the day to day operations of the allocated Outbound Team, achieve sales targets as well as mentor and grow the Outbound Team’s sales. The team manager is essential to the overall success of a team. The manager plays a key role in providing the necessary organization and communication which is required for a healthy and successful team environment. In addition he/she provides technical support for coaching staff, counselling and support of team players

KPI’s:

Agreed set goals with team members covering performance, quality and development areas.
Apply effective motivational techniques.
Manage incentive budgets.
Focus on career and skills development of team members.
Resolve people-related problems e.g. conflict of interest, absenteeism and disciplinary matters.
Coaching & training of new consultants in the contact centre.
Briefing and readiness to deliver on projects and campaigns.
Drive the achievement of project and campaign targets.
Escalate call resolution and provision of project and campaign related answers.
Manage liaison with project and campaign management team.
Manage and maintain focused and highly motivated team members.
Coach and develop team into a high performance culture.
Manage staffing needs, productivity and quality.
Adherence to legislation.
Manage capacity
Manage application of call structure guidelines.

Requirements:

Matric
Minimum of 5 years team leader experience in a sales environment.
Minimum of at least 2 years experience in a direct/tele-marketing/sales environment (Outbound)
Financial Services experience (sales oriented)
Practical experience of IR processes is critical to the role.
Strong, vibrant, confident nature will stand you in good stead.
Vast knowledge of first line management practices
Principles of teamwork e.g. stress management, team and individual motivation, best practices knowledge.