Durban: Outbound Sales Team Leader posted by CallForce

About the Role

We are seeking a highly experienced and skilled Outbound Sales Team Leader to join our team in Durban. As a key member of our call centre, you will be responsible for leading a team within the Outbound and telemarketing Call Centre to meet business requirements.

Key Responsibilities

• Leading a team within the Outbound and telemarketing Call Centre to meet business requirements
• Guiding and supporting team members to achieve high performance standards
• Setting, measuring, and meeting performance targets for speed, efficiency, sales, and quality for the team
• Driving operational and technological efficiencies within the team
• Managing the daily running of the team
• Monitoring team members’ performance against target on a day-to-day basis, and implementing changes where appropriate
• Ensuring individual team members adhere to service standards (e.g., meeting and exceeding targets, team productivity, data conversions, talk time interactions captured)
• Handling difficult customer complaints or enquiries
• Driving quality control and ensuring corrective action is taken where required
• Analyzing performance statistics of teams, e.g., number of calls per team, number of successful contacts, wrap-up codes
• Forecasting capacity against plan on a weekly/monthly basis
• Ensuring adherence to operational policies and procedures
• Participating in the recruitment and selection of staff
• Monitoring performance on regular basis and providing constructive feedback
• Proactively encouraging high performance at all times
• Ensuring all staff issues are dealt with appropriately and within a timely fashion
• Ensuring all daily, weekly, and monthly workloads are completed
• Motivating, developing, and retaining staff
• Identifying staff training needs and planning of training sessions
• Adhering to all HR policies and procedures
• Monitoring performance on regular basis and providing constructive feedback

Requirements

• 3+ years of sales leadership experience
• Proven track record of driving sales growth and improving team performance
• Excellent communication, interpersonal, and problem-solving skills
• Ability to work in a fast-paced environment with multiple priorities
• Strong technical skills, including CRM software and telemarketing tools

Qualifications

• Bachelor’s degree in Business, Marketing, or related field
• Relevant sales leadership experience (previous management role)
• Certification in sales or customer service (optional)

Salary & Benefits

The salary for this position is based on industry standards.