Sales Team Leader

Creating purposeful careers as we build the future of contact centre solutions

The suitable and successful candidate will be responsible for leading and managing a team of Outbound Sales Consultants / Agents as per SLA. Product comprehension of sales and customer care coupled with proactive client interface ability would be critical functions for the role.

Responsibilities

• Team leadership and management
• Guide agents by demonstrating exceptional customer satisfaction
• Guide, coach and determine training needs for staff
• Communicate job expectations to Agents
• Harness agent’s potential to perform optimally
• Tailor recommendations to improve Consultants on reaching their targets
• Monitor attendance, punctuality and leave of personnel
• Keep up to date with industry trends
• Manage requests / escalations between different business units to solidify resolution outcomes
• Report regularly on statistics, data, ratios, attrition, and terminations
• Examine and indicate areas of improvement for systems, policies and processes used and propose solutions
• Frequent monitoring of metrics, data and reporting on operational status
• Manage quality assurance
• Oversee the overtime process and monitor different shifts that are in place

Requirements

Skills

Team Management, Coaching, Meeting Deadlines

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