Call Centre Team Leader at ADvTECH

Job Purpose:

• The call centre team leader is an integral part of ensuring successful student acquisition for all regions by leading and managing the call centre agents. The team leader is required to actively practice and promote the total marketing concept for the brand under the supervision of the Sales Manager. This includes providing training & retraining for new & existing call centre staff; and managing the sales targets of the call centre agents; and ensuring the agents effectively advise prospective students and promote courses correctly. The team leader is required to fill a supervisory role for approximately 80% of their time whilst the other 20% is still focused on sales activities such as prospective student consultations. 

Duties & Responsibilities:

Ensuring a Student-Centric Environment & Culture

• Measure Customer Satifaction Scores (CSAT) and track improvements.
•  Identify skills gaps affecting service quality and implement targeted training.
• Conduct regular customer experience surveys and implement feedback improvements.
• Develop and implement service excellence initiatives for call centre operaters.
• Ensure response and resolution times align with service level agreements (SLAs)

Student Number Growth & Brand Positioning

• Drive student enrolment growth by ensuring high-performing sales teams.
• Monitor and analyse sales trends to refine strategies.
• Ensure consistent team training.
• Implement a recognition and rewards program to boost motivation.
• Facilitate team-building initiatives to foster a high-performance culture.

Talent Development & Retention

• Assist Digital Specialist and Social Media Specialist to manage and report on campaigns.
• Conduct performance management training for team members.
• Ensure retention and development of high-calibre staff aligned with RC’s goals.
• Provide structured coaching and mentoring programs for team members.
• Implement a recognition and rewards program to boost motivation.
• Facilitate team-building initiatives to foster a high-performance culture.

Technology & Data-Driven Insights

• Oversee the digitisation of the campus telephone system for enhanced monitoring.
• Utilise data insights to track employee and operational performance.
• Implement call monitoring and feedback tools to improve service quality.
• Regularly assess CRM system efficiency and suggest improvements.
• Ensure seamless integration of data analytics into decision-making process.
• Operational Efficiency & Compliance
• Ensure compliance with student data protection regulations.
• Improve call centre efficiency through best practices and process automation.
• Establish and maintain standard operating procedures (SOPs) for call handling.
• Monitor and reduce call abandonment rates.
• Enforce policies for handling complaints and escalations effectively.

Minimum Requirements:

Qualifications

Minimum

• National Diploma (NQF Level 6) qualification in Marketing, sales or similar

Advantageous

• Certificate in Sales/Contact Call Centre Management 

Experience

Minimum

• 3-5 years Sales experience in a target driven environment.
• 1-2 years Supervisory experience