Team Leader (Sales Contact Centre)

Tyron Consultancy; Roodepoort; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading consultancy is seeking a Team Leader for its Sales Contact Centre in Roodepoort. This role involves managing a team of sales agents to drive performance and exceed targets. The ideal candidate will have substantial experience in the sales contact centre environment, excellent leadership abilities, and a proven track record of achieving sales goals. The position offers a competitive salary and opportunities for professional development.

Qualifications

• Minimum 5 years’ sales contact centre experience, with at least 2 years in a supervisory or team leader role.
• Proficient in English (written and verbal).
• Familiarity with contact centre KPIs and reporting.

Responsibilities

• Lead and manage a team of sales agents to maximise revenue opportunities.
• Set performance targets and monitor progress.
• Implement and enforce sales procedures and policies.

Skills

Leadership

Sales Performance

Coaching

Communication

Analytical Skills

Education

Minimum 3-year relevant qualification (Sales or Marketing)

Job description

Team Leader (Sales Contact Centre) required in Roodepoort.

The Sales Contact Centre Team Leader is responsible for leading and managing a team of sales agents to maximise revenue opportunities and exceed sales targets.

This role combines management, coaching, and operational oversight to ensure the delivery of high-quality customer interactions, efficient sales processes, and consistent achievement of performance metrics.

The Team Leader plays a key role in creating a performance-driven culture, aligning team practices with strategic sales objectives, and ensuring compliance with company policies and industry regulations.

Salary: R46 000 – R50 000 per month.

Duties and Responsibilities:

Operational & Sales Management:

• Set performance targets for agents and monitor progress daily, weekly, and monthly.
• Manage sales metrics including activations, conversion rates, QA scores, lead utilisation, and productivity.
• Track and analyse KPIs; prepare and deliver performance reports to management.
• Oversee outbound and inbound campaigns, ensuring scripts and processes are optimised for sales conversion.
• Ensure accurate allocation of leads and efficient use of work queues.
• Implement and enforce sales procedures and policies with a customer-centric approach.

People Leadership:

• Conduct regular one-on-one and team performance reviews.
• Actively manage non-performance through coaching and formal improvement processes.
• Recruit, onboard, and retain skilled sales agents.
• Provide ongoing coaching, training, and mentoring to enhance sales techniques, objection handling, and upselling.
• Foster a culture of accountability, motivation, and teamwork.

Quality & Compliance:

• Monitor call quality and customer service standards through call listening and quality checks.
• Address escalated customer issues promptly and effectively.
• Ensure adherence to operational processes, compliance regulations, and company standards.
• Continuous Improvement
• Collaborate with marketing to leverage campaigns and maximise sales opportunities.
• Analyse contact centre data to improve efficiency, shift patterns, and conversion rates.
• Recommend and implement process improvements to enhance productivity and customer satisfaction.

Requirements:

• Minimum 3-year relevant qualification (Sales or Marketing).
• Minimum 5 years’ sales contact centre experience, with at least 2 years in a supervisory or team leader role (ISP industry experience preferred).
• Proven track record of meeting and exceeding sales targets.
• Proficient in English (written and verbal).
• Familiarity with contact centre KPIs, reporting, and operational processes.

Skills & Competencies:

• Strong leadership and people management skills.
• Proven ability to drive sales performance in a high-pressure, target-driven environment.
• Excellent communication, coaching, and motivational skills.
• Strong analytical and problem-solving abilities.
• Customer-focused mindset with a commitment to service excellence.
• Ability to manage conflict and disciplinary processes fairly and effectively.
• Adaptability to changing business needs and technologies.