Call Center Team Leader - KDO Group

eg. Accountant or Accounting or Kempinski



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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.

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  • 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

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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

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