Team Leader – Sales Contact Centre - Roodepoort

SUMMARY:

Role Overview

Key Responsibilities

Operational & Sales Management

• Set performance targets for agents and monitor progress daily, weekly, and monthly.
• Manage sales metrics including activations, conversion rates, QA scores, lead utilisation, and productivity.
• Track and analyse KPIs; prepare and deliver performance reports to management.
• Oversee outbound and inbound campaigns, ensuring scripts and processes are optimised for sales conversion.
• Ensure accurate allocation of leads and efficient use of work queues.
• Implement and enforce sales procedures and policies with a customer-centric approach.

People Leadership

• Conduct regular one-on-one and team performance reviews.
• Actively manage non-performance through coaching and formal improvement processes.
• Recruit, onboard, and retain skilled sales agents.
• Provide ongoing coaching, training, and mentoring to enhance sales techniques, objection handling, and upselling.
• Foster a culture of accountability, motivation, and teamwork.

Quality & Compliance

• Monitor call quality and customer service standards through call listening and quality checks.
• Address escalated customer issues promptly and effectively.
• Ensure adherence to operational processes, compliance regulations, and company standards.

Continuous Improvement

• Collaborate with marketing to leverage campaigns and maximise sales opportunities.
• Analyse contact centre data to improve efficiency, shift patterns, and conversion rates.
• Recommend and implement process improvements to enhance productivity and customer satisfaction.

Skills & Competencies

• Strong leadership and people management skills.
• Proven ability to drive sales performance in a high-pressure, target-driven environment.
• Excellent communication, coaching, and motivational skills.
• Strong analytical and problem-solving abilities.
• Customer-focused mindset with a commitment to service excellence.
• Ability to manage conflict and disciplinary processes fairly and effectively.
• Adaptability to changing business needs and technologies.

POSITION INFO:

Requirements

• Minimum 3-year relevant qualification (Sales or Marketing).
• Minimum 5 years’ sales contact centre experience, with at least 2 years in a supervisory or team leader role (ISP industry experience preferred).
• Proven track record of meeting and exceeding sales targets.
• Proficient in English (written and verbal).
• Familiarity with contact centre KPIs, reporting, and operational processes.