Call Centre Team Leader - Gauteng at Motus Holdings Limited

Role Summary

• As the Call Centre Team Leader for our Lead Management business unit, you will be responsible for guiding a team of dedicated call centre agents in effectively managing and converting digital leads. Your role will involve coaching, monitoring, and motivating the team to achieve and exceed performance targets. You will collaborate closely with other departments to optimize lead management processes and contribute to enhancing the customer experience.

Specific Role Responsibilities    
JOB OUTPUTS 

• Lead, mentor, and manage a team of call centre agents handling digital leads from various sources.
• Develop and implement strategies to enhance lead conversion rates while maintaining exceptional customer service standards.
• Monitor team performance metrics, analyse data, and provide regular performance feedback and coaching to team members.
• Collaborate with the sales and marketing departments to ensure seamless lead handover and follow-up processes.
• Foster a positive and motivating work environment that encourages teamwork, continuous improvement, and individual growth.
• Identify training needs and coordinate training sessions to ensure agents are well-equipped with the necessary skills and product knowledge.
• Prepare and present regular reports on team performance, highlighting achievements, challenges, and action plans.
• Stay updated with industry trends and best practices in lead management and customer service.

FINANCE

• Coordinate and monitor daily work activities within the team environment in order to prevent financial losses.
•  Timely update customers on the progress of application approvals. 

CLIENT

•  Deliver services and/or products that create a culture which aims to meet or exceed customers'  expectations in the business.
•  Coordinate team activities to meet and exceed customer expectations.
• Liaise and interact with customers (internal and external) via approved communication channels in   a positive and helpful manner.
•  Receive client enquiries and escalate to stakeholders to ensure prompt and effective resolution ,  enhancing the client experience.

PEOPLE

•  Act as change agent and provide support to the team throughout the implementation of identified   change initiatives.
•  Coordinate and participate in learning interventions to establish a learning and growth culture  within the team.
•  Own and live up to company values.
• Provide training to employees on all relevant systems to ensure compliance with all processes and   procedures.
•  Work with indirect teams to ensure sales of vehicles

Qualifications and Experience    
Minimum Experience 

• 3 years in environment and minimum of 2 years as a team leader.
• Previous experience in a call centre leadership role, preferably within the automotive or related industry.

Minimum Qualification

• Grade 12 / Matric

Skills and Personal Attributes    
Minimum Requirements 

• Proven track record of successfully leading teams to meet or exceed performance targets.
• Strong understanding of lead management processes, customer journey, and conversion techniques.
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to interpret data and make informed decisions.
• Flexibility to adapt to changing priorities and business needs.
• Proficiency in using Lead Management call centre software and CRM systems.
• High level of integrity, professionalism, and dedication
• If you are a motivated leader with a passion for delivering exceptional customer experiences and driving results, we invite you to join our team and contribute to our ongoing success in the automotive sector.