outbound sales - Randburg - iSON Xperiences

    iSON Xperiences
    iSON Xperiences Randburg

    8 hours ago

    iSON Xperiences background
    Description

    Job Title: Team Leader: Outbound Sales

    The purpose of this role is to lead, supervise, coach, and mentor high-paced outbound Contact Centre Agents in conjunction with the Contact Centre objectives. This includes establishing an excellent and consistent standard of service and compliance from the Agents.

    A key aspect of this role is creating an effective support team and cultivating strong business relationships within iSON Xperiences functions. You will work closely with internal and external stakeholders to ensure that all Service Level Agreements (SLAs) are met and/or delivered consistently.

    This role requires you to manage the performance of individuals in your team through daily interactions, statistical analysis, and call monitoring. You will provide appropriate coaching and development techniques to enhance performance and develop everyone's skills. In addition, you will assume a supportive/nurturing role and build rapport with each team member to optimize performance and productivity.

    Key Responsibilities:

    • Team Management: Lead and manage a dynamic team of up to 15 agents
    • Planning and Reporting: Compile reports as required
    • Learning and Development: Assess training needs and identify opportunities for growth
    • Sales Performance: Drive targets and ensure sales performance meets expectations
    • Performance Management: Monitor and manage agent performance on an ongoing basis
    • Leadership and Focus: Provide leadership and focus to the Agents to achieve sales targets
    • Internal Relationships: Interface with internal support teams as needed
    • Attendance and Leave Management: Adhere to attendance and leave management processes
    • Teamwork and Collaboration: Foster teamwork and collaboration among team members
    • Clinical Coaching: Coach team members to meet delivery and output standards
    • Motivation and Engagement: Motivate and engage Agents through various forums
    • Compliance: Ensure adherence to quality measures and internal processes
    • Reviews and Feedback: Conduct regular performance reviews with Contact Centre Agents
    • Call Centre Best Practice: Adhere to call centre best practice and internal procedures
    • Daily Absenteeism: Manage daily absenteeism within the team
    • Support and Compliance: Support the Contact Centre Manager and comply with Contact Centre initiatives to deliver SLAs and performance targets

    Requirements:

    • Education: Minimum matric or NQF equivalent qualification
    • Tertiary Qualification: Relevant tertiary qualification advantageous
    • Leadership Skills: Proven leadership and management skills
    • People Skills: Excellent people skills and ability to build strong relationships
    • Salesmanship: Good salesmanship and customer service skills
    • Energy Level: High energy level and ability to work under pressure
    • Honesty and Trustworthiness: Honesty and trustworthiness in all interactions
    • Product Knowledge: Knowledge of various products and services
    • Communication Skills: Excellent communication and interpersonal skills
    • Active Listening: Active listening skills and ability to empathize
    • Rapport-Building: Strong rapport-building skills and ability to build trust
    • Time-Management: Effective time-management and organizational skills
    • Problem-Solving: Strong problem-solving and analytical skills

    Experience:

    • Call Centre Experience: No less than 3 years Call Centre sales agent experience in an Outbound environment
    • Short or Long Term Experience: Short term or long term experience preferred


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