Team Leader Directs Sales: Outbound

Description To effectively guide and lead a team of call centre agents by attending to their needs from a people, technology and process perspective, for seamless delivery to clients and customers, and enhancing the customer experience through quality interactions.

Key Responsibilities Manage sales and or service targets in line with business financial and client requirements.

Drive sales in a cost-effective manner.

Ensure customers are confident that they are dealing with a company where the fair treatment of customers is central to the culture.

Ensure customers are given clear information and are kept appropriately informed before, during and after the time of contracting

Where customers receive advice, the advice is suitable and takes account of their circumstances.

Ensure customers do not face unreasonable postsale barriers to change product, switch provider, submit a claim or make a complaint.

Manage service targets through each client interaction.

Ensure continuous feedback on processes for seamless sales delivery.

Lead teams in a manner which enables them to deliver a superior sales service to clients.

Ensure sales consultants are converting leads to sales in accordance with campaign requirements; meet talk time requirements and distribute all available leads.

Ensure increased productivity within team by ensuring that they are fully equipped with technological resources for seamless sales and service delivery

Ensure compliance to regulatory bodies in accordance with the client needs and the organizations business plans and to be present and part of the development process when quality assurance sessions are held.

Sets performance goals for service and sales

Works with direct reports to identify behaviour, knowledge and skills required to achieve goals

Supports a learning curriculum for greater customer delivery

Tracks performance against targets set

Lead a team of agents to ensure effective daily operations.

Develop a high performing team by conducting daily and weekly operational performance discussions and assisting employees to prepare the portfolio of evidence for formal performance development discussions.

Coach and mentor team members on a daily basis on how to improve their own productivity and use of

Innovation Groups processes and systems.

Based on training plan, monitor team members to ensure that planned training is undertaken.

Establish and maintain a succession plan for the team.

Interview candidates to join the team and provide input into the recruitment decision.

Obtain the workforce and recruitment plans created and plan execution within given timelines. Make recommendations on how to improve the plans and suggest how resources could be reallocated in case of excessive workload.

Review and update the teams role descriptions on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member. Explain any updates to team members.

Review leave plans in place and make recommendations to the line.

Create a culture of ownership and accountability throughout the organisation in support of our values

Benefits 0

Applications Close Date 29 Jan 2025

Visa - Right To Work

Target Start Date 1/3/2025

Description To effectively guide and lead a team of call centre agents by attending to their needs from a people, technology and process perspective, for seamless delivery to clients and customers, and enhancing the customer experience through quality interactions.

Key Responsibilities Manage sales and or service targets in line with business financial and client requirements.

Drive sales in a cost-effective manner.

Ensure customers are confident that they are dealing with a company where the fair treatment of customers is central to the culture.

Ensure customers are given clear information and are kept appropriately informed before, during and after the time of contracting

Where customers receive advice, the advice is suitable and takes account of their circumstances.

Ensure customers do not face unreasonable postsale barriers to change product, switch provider, submit a claim or make a complaint.

Manage service targets through each client interaction.

Ensure continuous feedback on processes for seamless sales delivery.

Lead teams in a manner which enables them to deliver a superior sales service to clients.

Ensure sales consultants are converting leads to sales in accordance with campaign requirements; meet talk time requirements and distribute all available leads.

Ensure increased productivity within team by ensuring that they are fully equipped with technological resources for seamless sales and service delivery

Ensure compliance to regulatory bodies in accordance with the client needs and the organizations business plans and to be present and part of the development process when quality assurance sessions are held.

Sets performance goals for service and sales

Works with direct reports to identify behaviour, knowledge and skills required to achieve goals

Supports a learning curriculum for greater customer delivery

Tracks performance against targets set

Lead a team of agents to ensure effective daily operations.

Develop a high performing team by conducting daily and weekly operational performance discussions and assisting employees to prepare the portfolio of evidence for formal performance development discussions.

Coach and mentor team members on a daily basis on how to improve their own productivity and use of

Innovation Groups processes and systems.

Based on training plan, monitor team members to ensure that planned training is undertaken.

Establish and maintain a succession plan for the team.

Interview candidates to join the team and provide input into the recruitment decision.

Obtain the workforce and recruitment plans created and plan execution within given timelines. Make recommendations on how to improve the plans and suggest how resources could be reallocated in case of excessive workload.

Review and update the teams role descriptions on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member. Explain any updates to team members.

Review leave plans in place and make recommendations to the line.

Create a culture of ownership and accountability throughout the organisation in support of our values

Benefits 0

Applications Close Date 29 Jan 2025

Visa - Right To Work

Target Start Date 1/3/2025