Team Leader: Media Telemarketing at The Foschini Group

The Foschini Group; Parow; On-site; ZAR 25 000 - 45 000; Full time

Job summary

An established industry player seeks a dynamic Team Leader for their telemarketing department. In this role, you will supervise and motivate a team, ensuring they meet sales targets while providing exceptional customer service. You will manage daily operations, conduct coaching sessions, and drive performance improvements. This position offers a unique opportunity to lead a dedicated team in a fast-paced environment, where your leadership will directly impact the success of the organization. If you're results-driven and passionate about mentoring others, this role is perfect for you.

Qualifications

• 1-2 years team leader experience in a contact center.
• Sound understanding of people management procedures.

Responsibilities

• Supervise and mentor a team of telemarketers to achieve sales targets.
• Manage day-to-day operations and ensure compliance with policies.

Skills

Computer Literacy (MS Office & Intermediate Excel)

Excellent Communication Skills

Customer Service Delivery

Education

Matric Qualification

Management Related Qualification

RE5 Financial Services Board Qualification

Job description

Package & Remuneration
JOB DESCRIPTION

Key Responsibilities:
Team Leadership & Development:

• Supervise, mentor, and motivate a team of telemarketers to achieve individual and team sales targets.
• Conduct regular coaching sessions, performance evaluations, and feedback meetings to enhance team performance.

Target Achievement:

• Drive the team to meet or exceed daily, weekly, and monthly sales targets and key performance indicators (KPIs).
• Monitor calls and sales conversion rates, implementing corrective actions when necessary.
• Develop improvement plans to improve call efficiency, conversion rates, and overall team productivity.

Operational Management:

• Manage day-to-day operations of the outbound telemarketing team, including scheduling, resource allocation, and absence management.
• Ensure compliance with company policies, industry regulations, and best practices.
• Complete all people management administrative duties.
• Prepare regular reports on team performance, sales metrics, and other relevant KPIs for management.
• Facilitate regular team meetings to communicate updates, share best practices, and address any out of line issues.
• Lead initiatives to enhance the overall effectiveness and efficiency of the telemarketing function and overall team performance.

Customer Experience:

• Ensure that all customer interactions are conducted professionally, and that customer experience and satisfaction is prioritized.
• Handle escalated calls and customer complaints, providing solutions that align with company policies.

Qualifications and Experience:

• Matric qualification
• Contact Centre Experience
• Relevant Telemarketing Sales Experience
• Management related qualification [advantageous]
• RE5 Financial Services Board Qualification [advantageous]
• 1-2 years team leader experience
• Sound understanding & application of people management procedures [e.g., IR, coaching]

Skills:

• To be computer literate [MS Office & Intermediate Excel]
• Excellent communication skills [verbal, written & interpersonal]
• Customer Service Delivery

Behaviours:

• Ability to work in a pressurised environment and meet deadlines
• Achieving Results - Is 'results' driven and achieves success by proactively tackling challenges
• Adhering to Standards - Ensures quality and compliance in the delivery of their work
• Meeting Customer Expectations - Consistently delivers exceptional customer service
• Planning & Organising - Uses a structured approach to effectively manage tasks
• Persuading & influencing
• Coaching & Mentoring
• Effective communication (Verbal, written & interpersonal)
• Negotiating skills

Preference will be given, but not limited to candidates from designated groups in terms of the Employment Equity Act