Contact Centre Team Leader

Contact Centre Team Leader

Ignition Group Durban Metropolitan Area (On-site)

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.

The detail:

Management

• Ensure the team meets their core KPI sales performance and 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, timekeeping, 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.

Are you this person?

• Do you have a matric qualification?
• Are you in possession of a minimum of 12 months’ international experience in outbound sales?
• Can you prove a high level of exceeding team KPI’s in previous role?
• Do you understand the importance of good attendance and always being punctual?
• Are you an excellent communicator who can work well under pressure?

Ignite your career TODAY!