Team Leader

CallForce; Durban; On-site; ZAR 300,000 - 500,000; Full time

Job summary

A leading call center company is seeking a talented Manager to oversee the outbound and telemarketing team in Durban. The role involves leading operational management, people management, and ensuring adherence to health and safety standards. Successful candidates will demonstrate strong leadership skills and an ability to drive team performance.

Qualifications

• Experience in managing a call center team.
• Strong understanding of operational metrics and performance management.
• Ability to motivate and develop staff.

Responsibilities

• Lead and support the outbound call center team to meet targets.
• Manage daily operations and ensure compliance with policies.
• Monitor performance metrics and implement necessary changes.

Skills

Leadership

Operational Management

People Management

Health and Safety Compliance

Job description

This job description provides a detailed overview of the responsibilities involved in managing an outbound and telemarketing call centre team. It covers leadership, operational management, people management, and health and safety compliance. However, it can be improved for clarity and organization by restructuring some sections, removing repetitive points, and ensuring consistent formatting. Here is a refined version:

Job Responsibilities

1. Team Leadership

• Lead and support the outbound and telemarketing call centre team to meet business requirements.

Operational Management

• Set, measure, and achieve performance targets for speed, efficiency, sales, and quality.
• Drive operational and technological efficiencies.
• Manage daily team operations and monitor performance against targets.
• Implement necessary changes based on performance monitoring.
• Ensure service standards are met, including handling difficult customer complaints and inquiries.
• Drive quality control and take corrective actions when needed.
• Analyze team performance metrics and take appropriate actions.
• Forecast capacity against plans weekly and monthly.
• Ensure compliance with operational policies and procedures.
• Participate in recruitment and selection processes.
• Provide regular performance feedback and motivate staff.
• Address staff issues promptly and effectively.
• Complete all workloads and responsibilities timely.

People Management

• Motivate, develop, and retain staff.
• Identify training needs and organize training sessions.
• Adhere to HR policies and procedures.

Health and Safety Compliance

• Ensure compliance with safety, health, and environmental legislation.
• Report safety concerns or incidents.
• Assist in maintaining a safe work environment.
• Participate in relevant safety workshops.