Job Description

• To manage sales performance and agent motivation.
• To identify training needs and successful sales performance and highlight back to management.
• To report back to management on all aspects of team performance.
• To liaise with QA and Training daily to ensure all needs are met.
• To undertake disciplinary investigations where appropriate.
• Ensure all legal obligations are adhered to.
• To work with management to accurately forecast and manage program hours and deliverables.
• To minimise agent attrition and achieve targets.
• To support management in the daily reporting of program performance to clients.
• To support the program by designing and developing internal reports as and when required.
• To actively work to improve performance by coaching and supporting the team.
• To ensure all agents are coached weekly, given feedback and appropriate support to deliver the targets expected.
• To highlight when someone is not achieving the program targets despite constant monitoring.

Knowledge and Skills

• Previous experience in a similar role is essential.
• The potential to motivate and manage a team.
• Excellent telephone skills (articulate communicator).
• Effective listening skills.
• Polite and courteous telephone manner.
• Keyboard skills.
• Adept at multi-tasking while on a live call.
• Attention to detail for recording of account and call information, tracking of results.
• Organisational skills/ability to ensure prompt closure on customer enquiries.
• A focused and keen attitude to work and colleagues.

Apply online