Sales Team Leader at Weaver Fintech Ltd

Purpose of the role

• The Team Leader for Lending Telemarketing is responsible for leading, supporting, motivating, and developing a team of consultants. They ensure achievement of key performance targets, operational efficiencies, customer acquisition and retention goals. Develop and implement strategies to improve team performance, customer satisfaction and revenue growth

Key Performance Areas

Ensure that an exceptional customer experience is consistently achieved

• Achieve performance targets and resolve customer queries efficiently.
• Candidate should have the authority and expertise to handle complex or sensitive customer issues, demonstrating empathy, problem-solving skills, and a commitment to resolving the situation to the customer's satisfaction.
• Candidate should lead by example, demonstrating exemplary customer service skills in their interactions with both customers and team members.
• Candidate should actively promote and reinforce the importance of customer satisfaction and service excellence within their team and across the wider organization.
• Continuously improve customer experience and service delivery.
• Candidate should foster a culture of continuous improvement within their team, encouraging feedback, experimentation, and innovation to enhance the overall customer experience.

Operational, quality efficiencies and adherence

• Supervise and motivate team members to meet sales targets
• Conduct performance evaluations and provide feedback
• Drive team efficiency targets and productivity standards.
• Develop and implement coaching and training programmes
• Maintain adherence to workflows and identify procedural/system gaps.
• Managing non-adherence
• Constantly engage with management regarding any challenges identified to mitigate through appropriate measures

Sales

• Develop and execute sales strategies to achieve team targets.
• Coach and support a team of 15 consultants on performance.
• Monitor sales metrics and provide feedback for performance improvement.
• Analyse sales data to identify trends and opportunities for optimization.
• Foster a positive sales culture and provide coaching and training to enhance sales skills.
• Collaborate with stakeholders to align sales efforts with organizational goals

People management

• Develop KPAs and personal development plans for team members.
• Lead, guide, and support agents through coaching and training.
• Excellent communication skills
• Strong analytical and problem solving
• Foster innovation and staff engagement.
• Participate in motivational activities and workforce planning.
• Performance management in line with BCEA

Reporting

• Capture required data to ensure all systems are up to date and accurate.
• Manage and track the team’s performance hourly, daily, weekly and monthly.
• Provide accurate reports in line with the department’s requirements.
• Identify adverse variances and / or negative trends and proactively develop action plans to address this.
• Provide operational feedback to the Management team by identifying trends through data analysis.

Projects

• Participate in any projects as per the agreed KPA.
• Assist with the implementation and optimization of projects and assignments

Qualifications & Accreditations

• NQF5 or above
• A relevant tertiary qualification

 Experience & Skills

• Minimum 3 years' experience in Sales and Customer service
• Minimum 2 years' experience in a lending or loans environment.
• 3 years' experience in team leadership.
• Competent in MS Office packages, particularly MS Word, Excel and Outlook