Team Leader – Sales Contact Centre - Roodepoort

Talent Evolution

  • Johannesburg, Gauteng
  • R46,000-50,000 per month
  • Permanent
  • Full-time
  • 20 days ago
Role Overview The Sales Contact Centre Team Leader is responsible for leading and managing a team of sales agents to maximise revenue opportunities and exceed sales targets. This role combines management, coaching, and operational oversight to ensure the delivery of high-quality customer interactions, efficient sales processes, and consistent achievement of performance metrics. The Team Leader plays a key role in creating a performance-driven culture, aligning team practices with strategic sales objectives, and ensuring compliance with company policies and industry regulations.Key ResponsibilitiesOperational & Sales Management
  • Set performance targets for agents and monitor progress daily, weekly, and monthly.
  • Manage sales metrics including activations, conversion rates, QA scores, lead utilisation, and productivity.
  • Track and analyse KPIs; prepare and deliver performance reports to management.
  • Oversee outbound and inbound campaigns, ensuring scripts and processes are optimised for sales conversion.
  • Ensure accurate allocation of leads and efficient use of work queues.
  • Implement and enforce sales procedures and policies with a customer-centric approach.
People Leadership
  • Conduct regular one-on-one and team performance reviews.
  • Actively manage non-performance through coaching and formal improvement processes.
  • Recruit, onboard, and retain skilled sales agents.
  • Provide ongoing coaching, training, and mentoring to enhance sales techniques, objection handling, and upselling.
  • Foster a culture of accountability, motivation, and teamwork.
Quality & Compliance
  • Monitor call quality and customer service standards through call listening and quality checks.
  • Address escalated customer issues promptly and effectively.
  • Ensure adherence to operational processes, compliance regulations, and company standards.
Continuous Improvement
  • Collaborate with marketing to leverage campaigns and maximise sales opportunities.
  • Analyse contact centre data to improve efficiency, shift patterns, and conversion rates.
  • Recommend and implement process improvements to enhance productivity and customer satisfaction.
Skills & Competencies
  • Strong leadership and people management skills.
  • Proven ability to drive sales performance in a high-pressure, target-driven environment.
  • Excellent communication, coaching, and motivational skills.
  • Strong analytical and problem-solving abilities.
  • Customer-focused mindset with a commitment to service excellence.
  • Ability to manage conflict and disciplinary processes fairly and effectively.
  • Adaptability to changing business needs and technologies.
Requirements
  • Minimum 3-year relevant qualification (Sales or Marketing).
  • Minimum 5 years’ sales contact centre experience, with at least 2 years in a supervisory or team leader role (ISP industry experience preferred).
  • Proven track record of meeting and exceeding sales targets.
  • Proficient in English (written and verbal).
  • Familiarity with contact centre KPIs, reporting, and operational processes.
Should you not receive a response within 10 working days, please consider your application unsuccessful.

Talent Evolution