Team Manager - Telemarketing

homechoice is a leading South African homeware retailer. For over 40 years we’ve helped our customers create beautiful homes they love with an innovative range of quality products they can afford.

The ideal candidate for this role will be responsible for leading, supporting, motivating and developing a team of Telemarketing / Sales Agents, ensuring that key performance requirements and operational efficiencies are achieved in line with the company objectives.

What you will love doing in this role

Manage sales objectives and revenue targets

• Hourly, Daily, Weekly and Monthly management and accountability of your teams to ensure that the established targets and desired outcomes are achieved
• Ensure coaching targets are achieved

Drive operational efficiencies

• Drive and manage the quality and efficiency standards, ensuring that your teams are adhering to company standards and business requirements eg: dialler utilization, absence management, sales efficiencies, quality, production and goods returned
• Maintain productivity standards that are in line with business requirements
• Consistently drive productivity by ensuring adherence to the schedule by tracking your teams dialler activity
• Identify and escalate possible risk to the business as a result of procedural or system gaps
• Constantly engage with management regarding any challenges identified to mitigate through appropriate measures

People management

• Ensure all team members have KPA’s and personal development plans in place with clear and tangible goals
• Lead, guide, develop and support your agents by identifying and conducting coaching and training to achieve performance standards
• Foster an environment that encourages and rewards innovation and challenges current methodologies
• Promote staff engagement by ensuring adequate measures are in place to improve culture in your Team
• Initiate and participate in motivational team and departmental activities
• Effective workforce planning ensuring adequate resources are in place to meet departmental objectives
• Ensure all agents follow the leave management process and that all leave has been captured and approved
• Identify and manage behaviour in line with prescribed legislation and company policies and procedures

Reporting and Analysis

• Capture required data in order to ensure all systems are up to date and accurate
• Track the team’s performance hourly, daily, weekly and monthly
• Compile and issue standard daily, weekly and monthly reports including but not limited to Sales, Ops efficiency and Compliance
• Analyse performance information and ensure daily, weekly and monthly monitoring of relevant performance metrics
• Identify adverse variances and / or negative trends and proactively develop action plans to address this
• Provide operational feedback to the Management team by identifying trends through data analysis

Portfolio Management

• Support Assistant Contact Centre Manager with the implementation and optimization of Weekly portfolio initiatives

What you’ll need to do this role

• Grade 12 / Matric or Equivalent
• A relevant tertiary qualification – advantageous
• Minimum of 3 years’ experience within the Telemarketing / Telesales (Outbound) industry in a Contact Centre environment
• Must have at least 1 to 2 years’ experience in leading a team within a target driven environment
• Competent in MS Office packages, particularly MS Word, Excel and Outlook
• Clear credit and criminal record
• Must be comfortable with data analysis and compiling Feedback to Management
• Effective communication skills (verbal and written)
• Must be available to work shifts, weekends and public holidays

What we will love about you

• Strong motivational and leadership abilities with a positive attitude
• Effective decision making and problem-solving abilities
• Deadline and target driven
• Recognise opportunities for improvement and use initiative to introduce them
• Excellent interpersonal and communication (both verbal and written) skills
• Ability to work independently as well as within a team
• Excellent planning and organisational skills with a proactive approach
• Attention to detail and the ability to interpret data
• Resilient and change orientated

Behaviors we love

Wow my customer

• Walk in my customers’ shoes
• Deliver on my promises
• Deliver insight-led solutions my customers need

Treat the business as my own

• Take accountability
• Be curious, creative & explore opportunities
• Do it right & at the right time

Play as a team

• Be helpful
• Be inclusive
• Find the fun