Mission/ Core purpose of the Job:
The Sales Contact Centre Team Leader's primary objective is to lead and manage a team of agents to maximise revenue opportunities and exceed sales targets for our sales channels. The role combines management, selling, coaching and leadership activities to enable the sales team to achieve their assigned targets. Operationally, the Team Leader is responsible for driving the implementation of Sales and Sales Support Contact Centre operational strategies ensuring that the business achieves its strategic objectives. To create and maintain a performance driven culture and ensure that contact centre processes and controls are aligned to the business objectives
Key Performance Areas:
Input into Operational Planning
- Sets priorities, plans, organizes and co-ordinates the work of others. Ensure that teamwork practices are aligned with the overall sales strategy and objectives.
- Manage the execution of strategies to achieve sales contact centre metrics: sales targets, pipeline management, Activations (Sales), conversion rates, QA scores, lead measurements with SLA, agent productivity, reduce cancellations during the onboarding phase, answer % rate (queue performance), develop and grow sales channels.
- Develop a sales culture by sharing contact centre best practices, cultivating relationships and cascading information to agents.
Productivity and target management:
- Set and monitor agents' performance objectives.
- Set, measure and monitor agent productivity targets and take the necessary corrective actions where required.
- Track and report daily, weekly, and monthly KPIs.
- Manage the team's pipeline and forecasting accurately.
- Develop monthly sale plans.
- Monitor outbound campaigns allocated to the team; update and review campaign scripts and processes to increase sales and conversion rates.
- Ensure efficient allocation and reporting of leads (outbound) and work queues (inbound).
Sales operations:
- Implement and uphold sales procedures and policies.
- Ensure compliance with operational processes and enforce customer-centric approach.
- Supervise sales agents' quality, production, and hours.
- Review, submit and track weekly overtime to ensure accuracy.
- Resolve internal and external sales contact centre issues as the final point of escalation.
- Ensure adherence to quality service standards in customer interactions.
- Improve customer experience and conversion rates through call listening, quality checks, coaching and feedback.
- Manage day-to-day processes, systems, tasks, projects, and communication.
- Analyse contact centre data to optimize shifts, lead utilisation and conversion rates.
- Prepare and deliver weekly/monthly reports and presentations to management.
- Work closely with the Marketing to ensure full utilization of all marketing campaigns.
- Transfer the order to the "ready for fulfilment" stage in accordance with the service level agreement (SLA) and reduce the number of customer cancellations.
- Develop and expand the various sales channels (online, WhatsApp, inbound, etc.) and address all FNO portals leads within the SLA.
People Management:
- Conduct weekly and monthly performance reviews with the team and formulate action plans to improve performance.
- Actively manage non-performance though performance improvement processes.
- Manage misconduct, disciplinary action and performance-related matters as per company policies.
- Communicate information in a timely, accurate and understood manner to the team.
- Recruit, onboard and retain skilled employees.
- Coach, mentor and enable agents to achieve objectives.
- Ensure continuous training in objection handling and up/cross-selling and sales conversion.
- Develop and train team members, fostering engagement and understanding of career opportunities.
- Reward and remunerate the team based on targets exceeded and as per the commission structure.
- Motivate team for ownership, accountability, and teamwork.
Education:
- Minimum 3-year relevant qualification (Sales, marketing)
- Fluent in English
Experience:
- Minimum 5 years’ sales contact centre experience, with 2 or more years’ experience in a supervisory or team leader position. ISP experience is preferable.
- Proven track record in meeting and exceeding sales targets
Knowledge:
- In-depth understanding of sales strategies and techniques as well as contact centre operations and processes.
- Understanding of key performance indicators (KPIs) relevant to contact centre operations.
- Strong leadership skills to guide and motivate the sales team.
- Ability to set performance objectives and monitor team progress.
- Experience in managing non-performance and implementing improvement plans.
- Knowledge of disciplinary actions and grievance resolution processes.
- Skill in analysing contact centre data to optimise processes, shifts and conversion rates.
- Experience in preparing and delivering performance reports and presentations.
Behavioural qualities:
• Team orientation – strengthening teams OR working in an integrated team environment
• Relationship builder – strong people-focus
• Resilience – maintaining composure and dealing effectively with stress
• Service orientation
• Customer centricity
• Flexible and adaptable – changing opinions / behaviour in the light of changing situations
• Approachable
• Assertive
• Strong detail focus - attention to detail and accuracy
• Creative
• Action-oriented – sense of urgency
• Diplomacy and tact
• Operate with integrity (high ethics) –to maintain confidentiality
• Consultative
• Perseverance
• Confident
• Rule-following
• Good listener
• Compliant
