Team Leader: Telemarketing

About the role

The main purpose of this role is to manage a team of contact centre staff so that the company meets and surpasses its strategic objectives. The Telemarketing team's performance and productivity are overseen so that sales targets are met consistently. The successful candidate will work shifts in line with the Telemarketing operational hours, Monday to Saturday.

Key responsibilities

• Ensure that daily and monthly contact centre targets are met and drive their achievement.
• Agree goals with team members covering performance, quality and development.
• Resolve people-related issues such as conflicts of interest, absenteeism and disciplinary matters.
• Manage and maintain a focused, motivated team, ensuring continuous communication, feedback and company behaviours.
• Coach, mentor and develop the team to increase efficiency and productivity.
• Manage staffing needs, productivity and quality, and provide accurate reporting.
• Communicate company policies and procedures to the team.

Required profile

• Matric/Grade 12 certificate.
• At least 2 years of recent successful team leader experience in a call centre environment (telemarketing experience is advantageous).
• Willingness to work shifts Monday to Saturday.

Required skills

• Proficiency in MS Office suite.
• Leadership, planning and organisation, and strong communication skills.
• Ability to motivate, mentor and develop teams, and to cope with pressure.