MINIMUM ACADEMIC, PROFESSIONAL QUALIFICATIONS & EXPERIENCE REQUIRED FOR THIS POSITION

• Grade 12 with English and a second language
• Undergraduate/Postgraduate qualification in related field advantageous
• 4 – 6 years experience as a Team Leader in a Sales Call Centre environment
• Display an understanding and knowledge of the product and industry;
• Meets FAIS Fit & Proper requirements as per legislation.

WEEKLY DUTIES

• Prepare weekly reports on sales with detailed stats, trends and action plans.BIWEEKLY DUTIES
• Schedule via outlook a formal weekly performance review meeting with all your staff individually.
• Performance appraisal scores to be discussed, signed off and submitted to HR Manager on 15th of the following month for all agents in your team irrespective of the previous months performance. Confirmation mail to be sent to HR and line manager that the task has been completed by the set deadline.
• Prepare for each session and ensure each performance session is documented accordingly;
• Ensure all agents has received and signed the employee commitment documents that are signed off based on department acceptable standards before they are allowed to dial.
• Follow the poor performance management process strictly, based on employee commitment documents
• Prepare with evidence for your weekly review session and come prepared.MONTHLY DUTIES
• Month end report due by the 2nd business day of each new month. This report needs to be detailed with trends, comparisons and business insight. Provide a holistic view of your team, issues faced, disciplinary, performance management, leads etc.
• Your targets are calculated on approved headcount as per commission model in effect.
• Ensure at least one quality calibration session between the QA department and your team is done and documented monthly