Team Leader at Netstar

Job Description

JOB PURPOSE

The incumbent will be responsible for the day-to-day operations of a Contact Centre Sales team, including measuring, developing, motivating, coaching and performance management with focus on performance and reaching and exceeding team targets while ensuring quality standard are adhered to.

KEY RESPONSIBILITIES:  

• Manage team to achieve set objectives and targets

• Ensure efficient workflow processes in respective area

• Constant analysis of statistics and implementation of relevant improvements / changes

• Comprehensive sales plan incorporating complete business planning and sales engagement process

• Strong call centre management experience both in-bound and out-bound plus customer retentions experience

• Ensure that the team is achieving all required SLA’s

• Daily management of staff, coaching and mentorship

• Compile daily/weekly/monthly agent performance reports as and when required

• To assess agent calls for improvement and coaching

• Conduct ongoing coaching

• Query Resolution escalated by agents/ disputes raised by customers

• Addressing non-conformance raised by Quality Assurance team on trends and areas of improvement including but not limited to critical faults.

• Feedback to Management on trends identified

• Coordination and dissemination of daily, weekly and monthly consolidated customer experience reports as requested by Management

• Involvement in Projects/ Campaigns and Enhancements

• Conduct disciplinary action or discussions when the need arises

• Identify risks for all processes, procedures, systems, projects, campaigns and enhancements from customer point of view end to end

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Educational Qualifications:

• Matric

• Business Management diploma/degree or equivalent qualification 

• Management Development  program 

Years of Experience

• 2 years experience in Contact centre and sales responsibilities in a supervisory role

• 8 years experience in Contact centre/outbound and inbound call centre environment

• At least 5 years solutions sales experience with a documented successful track record in selling high end services, rich and complex IT solutions in the relevant industry.