Job Description

The Call Center Team Leader at Maluti Consulting is the

leader of,

and is

responsible for,

the

sales performance and behaviour

of the sales people under their management.

Responsibilities & Duties

The responsibility of the Call Center Team Leader is not exhaustive and may change from time-to-time as decided by Management. Below are the responsibilities of the Team leader towards his team and the business.

Team Responsibilities:

Ensure that each consultant under their leadership is properly equipped with skills to fulfill their functions Provide leadership to the team by being an example on time management, people's
skills and motivation;

Take responsibility in building strong teams that focus on high performance and have
minimal spreads between the teams and inside teams

Attract and retain skilled sales consultants and sales Leaders; Ensure discipline is maintained in the call centre and consistency thereof (e.g. absenteeism, dress code, public drinking or as provided in the company's code of conduct).

Business Responsibilities:

Ensure that only sales scripts that are approved are used when selling to our clients; Ensure the adherence to the company's process when presenting to clients. Ensure that campaigns given to the teams are maximized without lead wastage; Ensure adherence to the company values by all employees and demonstrate these values through their behaviour; Ensure constant improvement of call quality in sales calls by regularly listing to calls and providing coaching to consultants; Conduct two call evaluation sessions with each sales consultants per week; Attend and facilitate briefings sessions for campaigns assigned to you and/or to be dialled by your teams. Ensure that there is adequate resource Management on the floor by their team members
Facilitate meetings: Facilitate and chair morning team meetings

Adhere to admin deadlines in submitting Teams documents and reports:

Performance Management documents Coaching Documents Resource Management documents Pay roll report Attendance reports etc.

3.

Key performance Measures:

1. Coaching and development

2. Reporting and analysis

3. Team Retention

4. Personnel issues (absenteeism, managing staff issues)

5. Leadership

6. Quality assurance

Knowledge, Skills and Abilities

Minimum Matric (degree will be an advantage) Computer literate with the ability to multitask Demonstrate problem-solving skills by using available tools and resources to guide decisions Target driven with high energy levels. Computer literate with good keyboard skills/ excellent excel skills Attention to detail ensuring all legislative and compliance requirements is covered for each call Good conflict resolution skills Accountable and able to take ownership of work independently Ability to handle pressure/stress; Self-Starter/Self Discipline;

Working Hours:

Monday to Friday:

You will be required to work from 08:00am - 18:00pm.

Saturdays

: 9am-1pm

Excluding the last Saturday of each month

Job Type: Full-time

Pay: R8000,00 per month

Work Location: In person

Application Deadline: 2025/02/25