Team Leader - Sales Contact Centre.Sales and Distribution at MTN

About the Job

Context

• 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.

Key Performance Areas:

Task Complexity:

Input into Operational Planning

• Sets priorities, plans, organises 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 centre metrics: Activations (Sales), conversion rates, QA scores, lead measurements and agent productivity.
• Develop a sales culture by sharing contact centre 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 centre 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 centre data to optimize shifts, lead utilisation 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.

Knowledge

• In-depth understanding of sales strategies and techniques as well as contact centre operations and processes.
• Understanding of key performance indicators (KPIs) relevant to contact centre 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 analysing contact centre data to optimise processes, shifts and conversion rates.
• Experience in preparing and delivering performance reports and presentations.

Measures (KPIs for job)

• Sales Targets: Achievement of Sales Contact Centre and team sales and revenue targets.
• Productivity and efficiency: Improve and maintain agent productivity, sales per agent, lead utilisation and contact centre metrics (Abandoned rate, average call wait time, average handling time, hold time, idle time, after call work time, talk time, conversion rate, right party connect).
• Compliance and work standards: Achieve QA and CSAT target scores.

Supervisory / Leadership / Managerial Complexity:

• Set boundaries within which direct reports will operate
• Recruit suitable staff members
• Enable direct reports to do their work by monitoring, coaching and problem solving
• Continually assess the technical competence of the team and take steps to develop their knowledge and skill
• Equip people with the necessary skills and tools to enable them to perform effectively
• Identify, accumulate, and analyse statistics that reflect on the team’s performance
• Evaluate and assess people performance
• Recognise the strengths of individuals and make use of these to achieve goals
• Motivate staff on an individual basis to increase productivity
• Actively manage non-performance
• Take disciplinary action as required
• Enforce a customer-centric approach
• Develop supportive relationships with reports and encourage a team spirit
• Communicate actively and effectively resolving any potential conflicts that may arise, and sharing and providing relevant information
• Live the MTN Brand – change and influence employees’ behaviour