Call Center Team Leader - KDO Group

Job Description

To achieve sales volumes and manage the activities of the sales force in a team. Recruits, motivates and develops sales agents, be responsible for the overall operation and profitability of the team.

• Management of the performance of the sales/QA agents and achievement of overall productivity targets across Sales, Service and QA.
• Ensuring there is ongoing operational effectiveness and efficiency in the team and in the call center.
• Review short and long-term operating results on a daily, weekly and monthly basis, directing corrective action where required and developing a process of continuous improvement in co-operation with the KDO Group standards.
• Provide leadership, motivate and perform management functions for the call center team (agents), including selection, performance management, employee development, work assignment and prioritization, oversight/salary administration and communications.

• Resolve problems affecting business area performance, across systems, facilities, people and process areas which are beyond the scope or ability of subordinates. supervisors/managers to solve, typically involving inter-departmental, outsourced vendors and/or resource constraint issues
• Work with Call Centre team to develop staff rosters and schedules for structured breaks, lunches and late / double shifts
• Managing direct sales
• Preparation and management of sales and sales expense budgets
• Focus on relationship building with other departments
• Regularly analyze and report on business results
• Build a highly qualified sales team through education and experience
• Priorities and plan the deployment of staff resources within a team to maximize operational efficiency
• Monitor, coach and support sales agents in acquiring technical and product knowledge skills as well as behavioral competencies to enable them to perform to their full potential

Qualifications

• Matric
• Relevant tertiary qualification (Approved by FSB)
• Diploma/Degree advantageous
• Regulatory Examination (RE) Qualification /advantageous

Additional Information

Knowledge and skills

• Self-motivated and the ability to work without supervision
• Ability to work under pressure
• Strong interpersonal and communication skills
• Great networking skill
• FAISE knowledge
• A track record of success in having managed a life call center will serve as an advantage
• 2 years Sales Management experience- preferably in Retail/insurance/ call center environment
• Computer literacy:  Word, Excel and PowerPoint (intermediate to advance level)
• Continuous improvement skills
• Financial Skills
• Good business acumen
• People Management
• Good business acumen
• Excellent verbal and written communication skills
• Sales Management
• Customer service management
• Operations Management