Job Description

As a Team leader your role is to oversee performance of a team by providing leadership, coaching and support to your team and develop plans to achieve the individual, team and business targets. This individual must have a good understanding of sales techniques and the ability to motivate employees within their team at all times.

KEY ACCOUNTABILITIES. RESPONSIBILITIES OF ROLE

Managing a team of sales agents Optimizing sales and conversions Coaching, mentoring and managing objections Managing agent compliance in line with best industry practice Data workflow management Providing feedback on agents Ensuring smooth work flow of teams Alerting management of any issues on shift should they arise provides daily direction and communication to employees so that clients are called in a timely, efficient and knowledgeable manner. Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. Provides statistical and performance feedback and coaching on a regular basis to each team member. Writes and administers performance reviews for skill improvement. Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution. Ensures employees have appropriate training and other resources to perform their jobs. Responds to and resolves employee relations issues expressed by team members. Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level. Works as a member/leader of special or ongoing projects that are important to area/process improvement. Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively. Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives. Uses appropriate judgment in upward communication regarding department or employee concerns. Ensuring the QA is listening to the right agents and know what to listen for

KNOWLEDGE, SKILLS, EXPERIENCE REQUIRED

2-3 years experience in sales environment Familiar with Sales processes, techniques and technology Computer literacy (MS Office applications and G-Suite) at advanced level Leadership Motivation Coaching and Mentoring Hardworking Goal setting and Achievement Multitasking Numeracy

The below will be considered for all Internal applicants:

Duration of service - the candidate needs to be employed with the business for at least 6- months or longer The candidate should not currently be on any EP stage * Behavior, attendance and, consistent performance will be taken into consideration