The role:
Leaving a legacy starts on day one. We believe that we only get one chance to make a great first impression with our new employees and that every interaction is an opportunity to make the world around us better. Our Team Leaders should always look the part, act the part, and treat their physical environment as a reflection of their legacy and ours.
The detail:
- Management Ensure the team meets their core KPI Sales service targets.
- Target setting, call-flow management and interval control, drive and encourage individuals and the whole team, through call and utilisation times using measurement, targets, reward and recognition, feedback and communication.
- Responsible for the day to day management of your team, including the monitoring of shift patterns, time-keeping, absence, and overtime
Coaching and Developing
- Coach, mentor and develop the team.
- Foster a culture of continuous improvement by seeking ideas, challenging the status quo, identifying best practice and reviewing departmental processes.
- Establish goals both for the team and for individual employees, and conduct regular performance reviews.
- Identify and address any training that your team require.
Collaboration
- Actively work with other Team Managers to ensure that all teams are geared towards achieving the success of the campaign.
Requirements
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The Role:
The Ignition Contact Centre is the supporting arm of Ignition Group, a proudly South African investment company focusing on Technology, Media, Telecommunications and Financial services.
The Contact Centre Campaign Manager manages and develops Team Leaders, coordinates training sessions, analyses individual Sales Experts’ stats, and effectively resolves escalated Sales-related queries.
The successful incumbent must have a good understanding of, Inbound Metrics, IVR, Call queues and Service Levels
Could this be you?
The Detail:
Management
- Manage day-to-day running of the campaign covering all key performance areas.
- Manage talk time through Team Leaders.
- Manage attendance through the Team Leaders with assistance from HR.
- Develop Team Leaders with assistance from Training Department.
- Maintain discipline, recommend and administer corrective action according to policy and procedures.
- Ensure Team Leaders keep proper documentation on all Sales Experts in the team.
- Responsible for the planning and management of leave rosters in conjunction with the Team Leaders.
- Provide reporting on all aspects of the campaign, to management on a daily, weekly and monthly basis as directed by the Contact Centre Manager.
Leadership & Motivation
- Provide Team Leaders with clear direction through individual/Team objective setting.
- Create an environment in which the Sales Experts can feel motivated and achieve optimum results.
- Initiate, coordinate and roll-out incentive plans.
- Coordinate and roll-out of commission targets.
QA and Sales
- Ensure adherence to sales processes.
- Stay abreast of new product development/ knowledge.
- Monitor and track Team Leaders’ and Sales’ targets.
- Resolve escalated Sales-related queries.
Weekly Team Reviews:
- Analyse individual Sales Experts’ stats.
- Direct and schedule the weekly review session.
- Discuss Performance Management actions to be taken with specific Sales Experts – recommend coaching and development plan as well as PIP where relevant.
- Team Leader coaching development plan.
- To ensure that Team Leaders are capable of identifying good and bad trends.
Training
- Coordinate / communicate training sessions.
- Assist training department in identifying poor performance, as well as patterns and trends in good performing Sales Experts.
Please take note that this is a new campaign and If growth is not secured, the successful candidate will not be absorbed back into the business in their new position. They will fall back into the role that they were in, prior to this appointment.
Requirements
- Matric
- Contact Centre Team Leader Experience
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