Team Leader - Sales Contact Centre.Customer Operations at MTN

Job Description

Mission/ Core purpose of the Job:

• The Sales Contact Centre Team Leader's primary objective is to lead and manage a team of agents to maximise revenue opportunities and exceed sales targets.
• The role combines management, selling, coaching and leadership activities to enable the sales team to achieve their assigned targets.
• Operationally, the Team Leader is responsible for driving the implementation of Sales Contact Centre operational strategies ensuring that the business achieves its strategic objectives.
• To create and maintain a performance driven culture and ensure that contact centre processes and controls are aligned to the business objectives. 

Responsibilities

Key Performance Areas:

Input into Operational Planning:

• Sets priorities, plans, organizes and co-ordinates the work of others
• Ensure that teamwork practices are aligned with the overall sales strategy and objectives.
• Manage the execution of strategies to achieve sales contact center metrics: Activations (Sales), conversion rates, QA scores, lead measurements and agent productivity.
• Develop a sales culture by sharing contact center best practices, cultivating relationships and cascading information to agents.
• Productivity and target management:
• Set and monitor agents performance objectives. 
• Set, measure and monitor agent productivity targets and take the necessary corrective actions where required.
• Track and report daily, weekly, and monthly KPIs.
• Manage the team's pipeline and forecasting accurately.
• Develop monthly sale plans. 
• Monitor outbound campaigns allocated to the team; update and review campaign scripts and processes to increase sales and conversion rates.
• Ensure efficient allocation and reporting of leads (outbound) and work queues (inbound).

Sales operations:

• Implement and uphold sales procedures and policies.
• Ensure compliance with operational processes and enforce customer-centric approach.
• Supervise sales agents' quality, production, and hours.
• Review, submit and track weekly overtime to ensure accuracy.
• Resolve internal and external sales contact center issues as the final point of escalation.
• Ensure adherence to quality service standards in customer interactions.
• Improve customer experience and conversion rates through call listening, quality checks, coaching and feedback.
• Manage day-to-day processes, systems, tasks, projects, and communication. 
• Analyse contact center data to optimize shifts, lead utilization and conversion rates.
• Prepare and deliver weekly/monthly reports and presentations to management.
• Work closely with the Marketing to ensure full utilization of all marketing campaigns.

People Management:

• Conduct weekly and monthly performance reviews with the team and formulate action plans to improve performance.
• Actively manage non-performance though performance improvement processes.
• Manage misconduct, disciplinary action and performance-related matters as per company policies.
• Communicate information in a timely, accurate and understood manner to the team.
• Recruit, onboard and retain skilled employees.
• Coach, mentor and enable agents to achieve objectives.
• Ensure continuous training in objection handling and up/cross-selling and sales conversion.
• Develop and train team members, fostering engagement and understanding of career opportunities.
• Reward and remunerate the team based on targets exceeded and as per the commission structure.
• Motivate team for ownership, accountability, and teamwork.

Qualifications

Education:

• Minimum 3-year relevant qualification (Sales, marketing)
• Fluent in English

Experience:

• Minimum 5 years’ sales contact center experience, with 2 or more years’ experience in a supervisory or team leader position. ISP experience is preferable.
• Proven track record in meeting and exceeding sales targets

Knowledge:

• In-depth understanding of sales strategies and techniques as well as contact center operations and processes.
• Understanding of key performance indicators (KPIs) relevant to contact center operations.
• Strong leadership skills to guide and motivate the sales team.
• Ability to set performance objectives and monitor team progress.
• Experience in managing non-performance and implementing improvement plans.
• Knowledge of disciplinary actions and grievance resolution processes.
• Skill in analyzing contact center data to optimize processes, shifts and conversion rates.
• Experience in preparing and delivering performance reports and presentations.

Apply Before 08/20/2025