Sales Team Leader - To Effectively Manage the Outbound Team

Purpose: To Effectively Manage the Outbound Team
Minimum Qualifications and Experience
• Appropriate qualification degree
• Minimum 3 year experience in Call Centre Sales
• Minimum 2 year experience as a Team leader in an outbound sales environment
Key Performance Areas
• Maintains outbound unit service levels
• Monitors and responds to outbound unit performance real time
• Ensures quality and effectiveness of calls
• Ensures all relevant customer requests are routed to the relevant admin team
• Ensure all “interested responses” are routed to the customer facing admin team
• Ensures all leads are actioned timeously
• Develops work schedules and ensure adherence to work schedules
• Ensures sufficient capacity to deal with volume of leads
• Continuously identifying opportunities to improve the performance of the team
• Prepares operations for adhoc outbound campaigns
• Ensures effective execution of Adhoc campaigns
• Provides detailed reports on campaign outcomes
• Manages consultants performance
• Real time monitoring of calls with real time feedback
• Coaches on a daily basis
• Creates a learning environment by holding regular team meetings to discuss barriers and potential opportunities
• Ensures agents are appropriately trained and are competent
• Builds a strong team
• Communicates to staff any updates in policies and procedures
• Ensures adherence to QA standards
• Conducts root cause analysis on poor performance trends
• Addresses any root cause of poor performance
• Ensures admin is completed accurately and timeously
• Ensures agents submit all reports timeously
• Manages a daily, weekly and monthly register for all client requests or queries submitted to the admin function
• Manages a daily, weekly and monthly register for all ‘interested calls’ submitted to the admin function
• Manages a daily, weekly and monthly register for all leads and corresponding status
• Ensures all systems are updated with customer interactions
• Ensures all call centre infrastructure is up, running and accurate and escalate if required
• Conducts daily tests on systems, outbound & inbound call line to ensure that systems are working effectively
• Ensures that checklists are reviewed and changes are timeously made were required
• Ensures that product, process and document changes are effectively implemented and communicated to all staff
• Recruits new staff to ensure service levels are maintained
• Ensures that the Joiners process of new staff are followed and concluded by requesting provision of required system access.
• Ensures business continuity when not at work
• Keeps a leave schedule for the environment
• Ensures that the Avaya system is effective and that recordings can be traced on all inbound and outbound calls
• Ensures client referencing linked to NICE recordings (ROD)
• Ensures that all staff are correctly logged into the system and managed via the Avaya Supervisor function
• Ensures team members log all complaints
• Resolves escalated customer complaints
• Identifies root cause of complaints in area and address root cause
• Coaches team members in context of complaints
• Compiles daily operation reports and stats for all staff in the outbound call centre
• Provides weekly feedback on staff performance levels based on reports drawn
• Provides reporting and associated performance insights on a daily, weekly and monthly basis
• Ensures accuracy of reporting
• Ensures real time reporting is always available and visible

Call Type

Skills Required

Details