Duties & Responsibilities

RESPONSIBILITIES
Lead, motivate and engage a team of advisors, enabling and empowering them to deliver a superior level of service and achieving project KPIs.
Management of performance on a individual and team level via:
Consistent coaching, call monitoring and feedback.
Completion of one-to-one reviews
Regular team meeting and briefs
Ensuring all individual agents understand KPI's, goals and objections and how to achieve and maintain these.
Reward good performance.
Address under performance in a timely and appropriate manner through improvement plans and/or disciplinary procedures (in conjunction with Human Resources)
Analyse and act upon Employee Engagement feedback to maximise team productivity and motivation. Minimise absence and Attrition.
Analyse, interpret, present and act upon complex data maximising MI reporting systems and proactively drive and achieve teams targets.
Manage absence to a high degree of detail and ensure that adequate support and or disciplinary action is taken (in conjunction with Human Resources and company policies)
Handle customer complaints escalated from advisors ensuring superior customer experience is achieved.

MINIMUM REQUIREMENTS
Matric
Clear Credit and Criminal Record
Minimum of 3 years of work experience in a Sales environment - Outbound and/or inbound contact center team management
Effective leadership through team building and development
KPI management and proven track record of achievement
Leadership qualities and behaviors which maximize employee engagement
Good written, numeracy, verbal and presentation skills
Proficient in MS Office applications and PC/Keyboard skills
FAIS and RE5 - non negotiable