Team leader ( Sales supervisor)

We are seeking to recruit a Team Leader to join our team. The ideal candidate for this role will be responsible for leading, supporting, motivating, and developing a team of sales Agents, ensuring that key performance requirements.

Key Performance Areas

• Ensure that the team achieves the agreed performance targets and that all customer queries are resolved effectively and efficiently within the set turnaround times.
• Ensure that the company’s sales target are met.
• Attend to all escalated matters from Agents or Customers, ensuring customer satisfaction is maintained.
• Promote excellent customer service orientation within team of Agents and across the wider business.
• Continuously improve customer experience and service delivery statistics.

Make sure that all operational and quality efficiencies are adhered to:

• Drive the team’s efficiency targets.
• Establish and maintain productivity standards that are in line with business requirements.
• Consistently drive productivity by ensuring adherence to the workflows.
• Identify and escalate possible risk to the business as a result of procedural or system gaps.

Ensure service level agreements are adhered to:

• Ensure that the department’s service level agreements are in place and are achieved.
• Constantly engage with management regarding any challenges identified to mitigate through appropriate measures.

People management:

• Lead, guide, develop and support your agents by identifying and conducting coaching and training to achieve performance standards.
• Foster an environment that encourages and rewards innovation and challenges current methodologies.
• Initiate and participate in motivational team and departmental activities.
• Effective workforce planning ensuring adequate resources are in place to meet departmental objectives by being actively involved in the talent acquisition process.
• Identify and manage behaviour in line with prescribed legislation and company policies and procedures.

Experience & Skills

• Minimum of 3 years’ experience within the BPO SALES industry in a Contact Centre environment.
• At least 1 to 2 years’ experience in leading a team within a deadline driven environment.
• Competent in MS Office packages, particularly MS Word, Excel, and Outlook.
• Clear credit and criminal record.
• Must be available to work on public holidays.

Attributes & Behaviours

• Strong motivational and leadership abilities with a positive attitude
• Effective decision making and problem-solving abilities.
• Display a customer centric attitude.
• Recognise opportunities for improvement and use initiative to introduce them.
• Excellent interpersonal and communication (both verbal and written) skills.

Competencies Required

Leads through inspiration:

• Invests in honest and constructive feedback.
• Dedicated to coaching and mentoring.
• Creates space for others to perform and grow.
• Builds high performing teams and celebrates success