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OUTBOUND CALL CENTRE TEAM LEADER

The Management College of Southern Africa (MANCOSA), a DHET registered and CHE accredited private higher education distance education provider, offering undergraduate and postgraduate business qualifications, has the following vacancy available:

OUTBOUND CALL CENTRE TEAM LEADER

CORE PURPOSE
The purpose of this position is to oversee and manage all call centre related activities for Mancosa.
The incumbent will be responsible for the smooth efficient running of the department and ensure departmental objectives are achieved.

CORE FUNCTIONS:
• Manage and direct all aspects of outbound call center operations
• Supervise, train and develop the team
• Plan and implement call centre strategies
• Improve systems and processes
• Ensure agents targets are achieved through various initiatives such as mentoring, coaching, support and guidance the team
• Oversee and manage staff to ensure work productivity meets established standards
• Lead and direct the team
• Monitor and follow up on red flagged queries
• Collate monthly reports on telephone interactions
• Ensure all queries are responded to within the specified turnaround time
• To strategically plan for departmental and organisational requirements

Job Requirements: 

QUALIFICATIONS:
• Relevant Degree
• Call centre (qualification is an advantage)
• Senior Certificate

EXPERIENCE AND SKILLS:
• 3 years managing experience in a fast paced call centre
• Proficient in Microsoft Office (Excel, Word, Power Point, Access, Internet and Email)
• Knowledge of sales principles and methods
• Proven track record in sales
• Strong interpersonal skills
• Excellent verbal and written communication skills
• Possess an ability to adopt and solve problems
• Must be able to make sound judgement under pressure
• Deadline driven
• Must be able to speak confidently and demonstrate professionalism, people and team focus skills essential.
• Possess a high level of work ethic and confidentiality
• Stress tolerance
• High energy level
• Integrity.
• Numerical ability

GENERAL
• Must be able to work during workshops and overtime when necessary.

Job Type: 

Contract

Company Name: 

MANCOSA

Company Location: 

Click here to apply

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