Call Centre Team Leader - CCS & IIE HSM - Johannesburg at ADvTECH

PRIMARY PURPOSE OF THIS JOB:

The call centre team leader is an integral part of ensuring successful student acquisition for all campuses by leading and managing the call centre operators. The team leader is required to actively practice and promote the total marketing concept for Capsicum Culinary studio and IIE School of Hospitality and Service Management under the supervision of the Head: Student Recruitment.

KEY RESULT AREAS:

Sales Management

• Management of the sales process for the full sales calendar.
• Leading and managing a team of 2 call centre operators.
• Performance Management, coaching and developing team.
• Drive staff to achieve required targets and is accountable for team’s overall sales targets.
• Assessment of consultants calls – Quality Assurance.
• Dealing with elevated queries/problems.

Management of the call centre team

• Oversee and manage all the day to day operational issues pertaining to the performance of the call centre agents.
• The team leader is required to fill a supervisory role for approximately 70% of their time whilst the other 30% is still focused on sales activities such as prospective student consultations.

Administration

• Report accurately and timeously on sales activities.

Qualification Requirements:

• Matric Certificate 
• Sales & Marketing Diploma (Ideal)

Skills Requirements:

• Telephone Etiquette
• Advanced Oral & Written Communication
• Valid drivers license & own vehicle 
• Time Management & Planning
• Willingness to Learn
• Customer Service Focused
• Target driven with an ability to handle pressure

Experience Requirements:

• 2-3 in a target driven sales environment with presentation to all levels
• 2 years of supervisory experience strongly preferred