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CallForce

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The Team leader will be responsible for achieving daily, monthly, quarterly and annual goals by driving and motivating the Nightshift team. This is a warm leads campaign for an international campaign, so your ability to work with the team to ensure performance targets are met are crucial for this role. The Team Leader will build direct relationships with the client and will work closely with the team to leverage business resources and maximize revenue opportunities within this campaign. You will need. Matric (Grade 12)3+ years contact Centre Sales Management experience. 2+ year Nightshift experience in a management role. Good career track record Excellent written and verbal communication CORE TECHNICAL COMPETENCIES Essentials·:Willing to work shifts. Willing to work Saturdays and extended hours.Ability to manage a team. Understanding Call center principles and practices Understands Call center benchmarks metrics. Able to coach and develop subordinates. Strong Sales or selling background. Proven track record Ability to resolve customer complaints. Microsoft word / excel / outlook proficient. Understanding of HR and IR policies ·Ability to work in a pressurized environment.Technical aptitude ·Excellent communication skills (written and verbal).Ability to handle escalations and take ownership.Decision making ability.Manage administration workloads and outbound projects. AdvantageousCall Centre training & coaching experienceCall handling & scriptingTelephone etiquette skills ·Business writing and email etiquetteUnderstanding of website navigation functionalities, technology savvy KEY RESPONSIBILITIES Driving operational and technological efficiencies within the teamManaging daily operations to perform at optimum standards.Monitor team members performance against target on a day-to-day basis and implement changes where appropriate.Ensure the individual team member’s service standards are adhered to.Effective management and review of Objection handling script.Drive quality control and ensure corrective action are taken where required.Analyse performance statistics of teamsEnsure adherence to the operational policies and procedures.Monitor performance on regular basis and provide constructive feedback.Pro-actively always encourage high performance.Ensure all staff issues are dealt with appropriately and within a timely fashion.Ensure all daily, weekly, and monthly workloads are completed.... https://www.ditto.jobs/job/gumtree/3431061489&source=gumtree .special-hidden { display: none; }

5mo

CallForce

Johannesburg CBD

Operations Head - International Campaigns Cape To

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This is your chance to join CallForce, a fast-growing entrepreneurial BPO business that is flexible and agile. Carve out your place on our successful journey and secure your exceptional career growth protectory for the coming years by bringing your excellent BPO sales and management experience to complement our team. Our Cape Town operation has this exciting opportunity for you to head up multiple USA outbound sales campaigns in our rapidly growing BPO operation to deliver exceptional results, in exchange for a highly lucrative remuneration package. Work with our collaborative and dynamic BPO management team to deliver and grow our brand and operation by providing differentiation in a highly competitive sector. Our objective is to create thousands of new jobs in SA servicing the USA Market. We are really looking for the right person to join us on this journey. We aim to achieve our goal to while having fun, securing growth for our team and stretching ourselves to step up to the next level! What you will be responsible for delivering: · Manage a team across multiple outbound sales campaigns of between 200 to 500 agents to significantly supersede targets and outperform competitors · Develop and implement strategic and tactical operational plans to deliver exceptional results on a campaign-by-campaign basis. · Use excellent interpersonal and communication skills to build and manage client relationships, manage client expectations and deliverables through consistent engagement with the key stakeholders, globally and locally. · Work with analytics team to determine operational trends and provide solutions to increase sales, service, and quality levels to achieve and exceed targets. · Implement and manage dynamic performance enhancement programs to ensure optimal delivery of results as well as agent retention and career development. · Manage operating budgets to ensure cost efficiencies while balancing the need for investment to optimize operational performance. · Ensure robust forecasting of resource requirements and collaborate with recruitment, training, QA, IT, WFM etc., to meet exacting standards and growth. · Continually review internal systems, procedures and processes to ensure resource and operational efficiency, and make appropriate recommendations for changes. · Oversee quality control and other compliance applicable to the global client and local legislation. The experience and skill you will bring: · 5 + years of experience managing outbound sales contact centres with global USA clients · Track record of superseding performance metrics · Innovative and dynamic approach to optimising performance · Experience in managing USA operations through the night and comfort with working USA daytime hours · Relevant tertiary education a ... https://www.ditto.jobs/job/gumtree/3838346646&source=gumtree .special-hidden { display: none; }

5mo

CallForce

Higgovale

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