Saturday , February 4 2023

Momentum Metropolitan Vacancies – Team Leader

Website Momentum

Job Description:

Successfully manage and motivate a team of minimum 15 Tele-Agents in order to consistantly deliver an excellent client experience and support the achievement of sales targets.

Job Responsibilities:

  • Conduct regular engagement with team members in order to cascade information and team objectives
  • Select and recruit suitably qualified talent in line with Employment Equity principles and MMI values
  • Communicate and implement approved team targets within area of responsibility
  • Effectively manage all day-to-day team activities and escalations
  • Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values
  • Maintain effective and efficient record keeping on the relevant system
  • Effectively manage performance within the team in order to ensure business objectives are achieved
  • Collaborate with Quality Assurance and Performance Coaches to guide and coach team to increase productivity, compliance and quality of calls
  • Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service
  • Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members
  • Implement action plans to achieve sales targets and business goals
  • Identify employee growth and development needs and schedule interventions to enable ongoing development, training and personal growth
  • Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes
  • Control the budget for area, including the authorisation of expenditures and implementation of financial regulations
  • Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service
  • Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness
  • Make recommendations to improve client service and fair treatment of clients within area of responsibility
  • Support effective workforce planning practices to ensure that staffing requirements are accurately forecasted

Job Requirements:

  • Impact and Influence
  • Client/ Stakeholder Commitment
  • Self-Awareness and Insight
  • Diversity and Inclusiveness
  • Leads Change and Innovation
  • Motivating and Inspiring Team
  • Growing Talent

Qualification & Experience:

  • FSB recognised qualification listed or credits pertaining to the date of first appointment in the industry, listed on the most recently published Board notice as published for recognised qualification, to fulfil the duties of a compliant supervisor.
  • Minimum 1 years’ experience managing a sales team in a Call Centre environmement
  • Diploma in business management (preferred)
  • Minimum entry level qualification equivalent to Grade 12/NQF4 qualification
  • FAIS Key Individual Regulatory Exam Level 1 (preferred)
  • FAIS Representative Regulatory Exam Level 5 passed

Job Details:

Company: Momentum

Vacancy Type: Full Time

Job Location: Cape Town, Western Cape, South Africa

Application Deadline: N/A

Apply Here