Responsibilities :

- Work closely with the team, motivating and coaching them

- Keeping up to date with business development and new product lines

- Reporting to the Director

- Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs

- Ensure training and development plans are maintained for all team members

- Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved

- Manage the fair and consistent application of performance management and disciplinary measures as necessary

- Support the Operations Manager to highlight operational risks and areas for improvement

- Lead and inspire a team of Tele sales executives to deliver excellent levels of individual/team performance and customer satisfaction

- Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team

- Work with the management team to identify and deliver positive change and business efficiencies

- Escalate any appropriate problems to the Director

Required Skills and Experience :

- Team management experience

- Experience into CPH and KPI.

- Coaching and communication skills

- Minimum of 4 years- experience as a Team Manager

- Experience within customer services

- Excellent leadership and communication skills

- Strong coaching and people-development skills through call listening, quality feedback, etc.

- Ability to deal with demanding customers and escalations

- Energetic and motivating individual

- Creative thinking

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