Durban: Team Leader posted by CallForce

1. Develop and maintain the sales team

– Leading a team within the Outbound and telemarketing call centre to meet business requirements
– To guide and support team members

2. Operational management

– 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
– Monitor team members performance against target on a day to day basis, and implement changes where
appropriate
– Ensure the individual team members service standards are adhered to, e.g. meeting and exceeding Targets,
team productivity, data conversions, Talk time interactions captured, etc.
– Handling difficult customer complaints or enquiries
– Drive quality control and ensure corrective action are taken where required
– Analyze performance statistics of teams, e.g. number of calls per team, number of successful contacts, wrap up codes and ensure that appropriate action is taken.
– Forecasting capacity against plan on a weekly/monthly basis
– Ensure adherence to the operational policies and procedures
– Participating in the recruitment and selection of staff
– Monitor performance on regular basis and provide constructive feedback
– Pro-actively encourage high performance at all times
– Ensure all staff issues are dealt with appropriately and within a timely fashion
– Ensure 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
– Monitor performance on regular basis and provide constructive feedback
– Pro-actively encourage high performance at all times

3. People Management

– Ensure all staff issues are dealt with appropriately and within a timely fashion
– Ensure 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

4. Health and Safety Compliance.

– Conform and adhere to Safety, Health and environmental legislative requirements.
– Report any health and safety concerns/incidents in the workplace to the manager / health and safety
representative.
– Assist the company to establish and maintain a fully compliant healthy and safe work environment.
– Attend the Safety, Health and Environmental workshops as required by management.