• Leading a team within the Outbound and telemarketing Call Centre to meet business requirements
• To guide and support team members
• Setting, measuring and meeting performance targets for speed, efficiency, sales and quality for the team
• Driving operational and technological efficiencies within the team
• Managing the daily running of the team
• Monitor team members performance against target on a day-to-day basis, and implement changes where appropriate
• Ensure the individual team member’s service standards are adhered to, e.g. meeting and exceeding Targets, team productivity, data conversions, Talk time interactions captured, etc.
• Handling difficult customer complaints or enquiries
• Drive quality control and ensure corrective action are taken where required
• Analyze performance statistics of teams, e.g. number of calls per team, number of successful contacts, wrap up codes and ensure that appropriate action is taken.
• Forecasting capacity against plan on a weekly/monthly basis
• Ensure adherence to the operational policies and procedures
• Participating in the recruitment and selection of staff
• Monitor performance on regular basis and provide constructive feedback
• Pro-actively encourage high performance at all times
• Ensure all staff issues are dealt with appropriately and within a timely fashion
• Ensure all daily, weekly and monthly workloads are completed
• Motivating, developing and retaining staff
• Identifying staff training needs and planning of training sessions
• Adhering to all HR policies and procedures
• Monitor performance on regular basis and provide constructive feedback

Should you not hear from us within 14 days of applying, kindly consider your application unsuccessful for this role.