Johannesburg: Team Leader International Campaign posted by CallForce

About the Role

We are seeking a seasoned Team Leader to join our international campaign team in Johannesburg. As a crucial part of driving and motivating the Nightshift team, you will play a vital role in achieving daily, monthly, quarterly, and annual goals. Your ability to build direct relationships with clients, leverage business resources, and maximize revenue opportunities will be essential for this role.

Key Responsibilities

• Driving operational and technological efficiencies within the team
• Managing daily operations to perform at optimum standards
• Monitor team members’ performance against target on a day-to-day basis and implement changes where appropriate
• Ensure individual team members adhere to service standards
• Effective management and review of Objection handling script
• Drive quality control and ensure corrective action are taken where required
• Analyse performance statistics of teams
• Ensure adherence to operational policies and procedures
• Monitor performance on regular basis and provide constructive feedback
• Proactively encourage high performance
• 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 HR policies and procedures
• 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 Callforce Direct to establish and maintain a fully compliant Healthy and Saf Work Environment

Requirements

• 3+ years contact Centre Sales Management experience
• 2+ year Nightshift experience in a management role
• Good career track record
• Excellent written and verbal communication skills
• Willingness to work shifts, Saturdays, and extended hours
• Ability to manage a team
• Understanding of Call center principles and practices
• Understanding of Call center benchmarks metrics
• Able to coach and develop subordinates
• Strong Sales or selling background
• Proven track record
• Ability to resolve customer complaints
• Microsoft Word/Excel/Outlook proficient
• Understanding of HR and IR policies
• Ability to work in a pressurized environment
• Technical aptitude
• Excellent communication skills (written and verbal)
• Ability to handle escalations and take ownership
• Decision making ability
• Manage administration workloads and outbound projects

Qualifications

• Matric (Grade 12)

Salary & Benefits

• No salary details mentioned in the original job description.