Description:
Location: West Rand, South Africa
Are you passionate about leading a high-energy outbound sales team? Do you have the drive to inspire, the skills to manage performance, and the knowledge to analyse data?
If you have 5 years of call centre experience , with 2 years in a team leader role , ideally in the telecommunications industry selling subscription-based services , we want to hear from you…
You will lead a dynamic team focused on UK-based clients , coaching and mentoring them to reach their full potential. Your role is all about performance, quality, and growth – fuelled by your commitment to excellence.
What You Need to Bring
- Minimum 5 years of call centre experience, including 2 years in an outbound team leader role
- Experience in the telecommunications industry is a strong advantage
- International exposure (especially UK markets) is beneficial
- Matric (Grade 12) – essential
- Computer literate – MS Office proficiency, CRM systems
Key Responsibilities
- Oversee day-to-day operations and ensure delivery within campaign-specific SLA’s
- Allocate tasks efficiently to meet team and campaign objectives
- Ensure adherence to industry regulations, supported by QA and Compliance
- Build and maintain internal relationships to support team delivery
- Manage and strengthen ties with Key Account Managers and Business Partners
- Foster a high-performance culture with focus on customer experience
- Engage consistently with your team to encourage open communication and accountability
- Coach, mentor, and support agents in their daily duties and client engagements
- Develop and track individual and team KPIs aligned to business objectives
- Create a team culture where customer focus drives every action
- Address underperformance through guidance, coaching, and counselling
- Monitor attendance, conduct and engagement levels, in collaboration with HR
- Ensure a fair and consistent approach in team leadership and workplace discipline
- Lead and manage disciplinary proceedings in line with internal HR policies
- Monitor team KPIs continuously and implement key interventions to improve output
- Handle customer complaints and improve cost efficiency strategies
- Support the setup and launch of campaigns as required by the business
- Compile daily, weekly and monthly reports with clear performance insights
Technical Competencies Required
- Proven ability to compile and manage data accurately and securely
- Advanced proficiency in MS Office (Excel, Word, PowerPoint)
- Familiarity with Google Suite (G-Sheets, G-Docs, etc.)
- Experience with quality assurance frameworks and coaching best practices
- Strong research and data evaluation skills
- Ability to listen critically and analyse retention call recordings for improvement areas
Working Hours
- Aligned to UK time zones: Monday to Friday – 10h00 to 19h00
- Every second weekend: 10h00 to 15h00
How to Apply
We do not just want to see your experience – we want to understand your passion for leadership and your track record of success .
Here is your first challenge: Convince us why YOU are the perfect fit for this role.
Submit the following:
- Your detailed CV highlighting key leadership and performance achievements
- A Motivation Letter sharing your proudest leadership moment, a key challenge you overcame, and why this role speaks to you
- Matric Certificate and ID
- Please note: Verification checks will be conducted
Requirements:
- Minimum 5 years of call centre experience, including 2 years in an outbound team leader role
- Experience in the telecommunications industry is a strong advantage
- International exposure (especially UK markets) is beneficial
- Matric (Grade 12) – essential
- Computer literate – MS Office proficiency, CRM systems
- Oversee day-to-day operations and ensure delivery within campaign-specific SLA’s
- Allocate tasks efficiently to meet team and campaign objectives
- Ensure adherence to industry regulations, supported by QA and Compliance
- Build and maintain internal relationships to support team delivery
- Manage and strengthen ties with Key Account Managers and Business Partners
- Foster a high-performance culture with focus on customer experience
- Engage consistently with your team to encourage open communication and accountability
- Coach, mentor, and support agents in their daily duties and client engagements
- Develop and track individual and team KPIs aligned to business objectives
- Create a team culture where customer focus drives every action
- Address underperformance through guidance, coaching, and counselling
- Monitor attendance, conduct and engagement levels, in collaboration with HR
- Ensure a fair and consistent approach in team leadership and workplace discipline
- Lead and manage disciplinary proceedings in line with internal HR policies
- Monitor team KPIs continuously and implement key interventions to improve output
- Handle customer complaints and improve cost efficiency strategies
- Support the setup and launch of campaigns as required by the business
- Compile daily, weekly and monthly reports with clear performance insights
- Proven ability to compile and manage data accurately and securely
- Advanced proficiency in MS Office (Excel, Word, PowerPoint)
- Familiarity with Google Suite (G-Sheets, G-Docs, etc.)
- Experience with quality assurance frameworks and coaching best practices
- Strong research and data evaluation skills
- Ability to listen critically and analyse retention call recordings for improvement areas
- Aligned to UK time zones: Monday to Friday – 10h00 to 19h00
- Every second weekend: 10h00 to 15h00
- Your detailed CV highlighting key leadership and performance achievements
- A Motivation Letter sharing your proudest leadership moment, a key challenge you overcame, and why this role speaks to you
- Matric Certificate and ID
- Please note: Verification checks will be conducted
22 May 2025;
from:
careers24.com