The Team Leader pursues sales excellence and works to increase the long-term value of the department by maintaining high levels of individual and team performance, in support of departmental objectives.
¢ Manage resource capacity planning and utilisation to support the achievement of targets, volumes, operational and campaign plans.
¢ Identify opportunities to improve and expand product and service offerings.
¢ Maintain service, quality and desired outputs through ensuring compliance to policies, procedures and standards
¢ Manage quality client services.
¢ Coach, develop and motivate staff to ensure they deliver the required member experience, quality of service and targets.
¢ Ensure a consistent, detailed understanding amongst all team members of the targets, products, policies and deliverables.
¢ Communicate all related information for campaigns and interventions to team.
¢ Monitor and manage targets and accomplishments against set targets.
¢ Actively manage and report and the achievement of targets.
¢ Resolve escalated queries and complaints and provide feedback to on matters resolved.
¢ Develop work routines in line with operational plans to manage achievement of service delivery goals.
¢ Measure and monitor service delivery compliance of team.
¢ Track and resolve operational and performance variations.
¢ Develop and encourage strong teamwork.
¢ Identify potential inter-departmental challenges and escalate them to higher levels.
¢ Engage regularly in team or group problem solving.
¢ Manage areas of critical compliance and actively manage non-conformance.
¢ Actively manage non-performance.
¢ Identify, accumulate and analyse statistics that reflect on team performance.
¢ Continually assess the technical competence of team and take steps to develop their knowledge and skill.
¢ Ensure the work environment enables employees to live the Iemas organisation culture and values.
¢ Ensure adherence to financial and corporate policies and procedures, and reduce wastage related to area of accountability.
¢ Work with the management team to identify and deliver positive change and business efficiencies.
¢ Manage fair and consistent application of performance management and disciplinary measures as necessary.
¢ Grade 12
¢ Relevant post school qualification
¢ Code 08 Driver's license
¢ 5 years sales and operational experience in financing
¢ At least 2 years supervisory experience
Knowledge and Skills:
¢ Computer literate, understanding of call centre software will be advantageous
¢ Understanding of customer experience and service delivery
¢ Understanding of sales and retention processes and procedures
¢ Verbal, written and presentation skills
¢ Ability to compile and interpret financial, resource and other contact centre data
¢ Understanding of people management practices
¢ Excellent leadership skills
¢ Energetic and motivational individual
¢ Proven record of delivering sales against targets