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Job Summary
- 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.
CallForce
Recruiter
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