Team Lead, Telesales at The Concept Group

Locations: Lagos, Port Harcourt and Abuja

Job Descriptions

• We require a Telesales Team Leader to supervise and support the work of the telesales executives and to assist the Telesales Manager in the set up of the Telesales campaigns.
• The Telesales Leader will monitor the performance of the agents both in the In-house team and deliver training accordingly.

Key Responsibilities
Outbound Telesales:

• To provide day to day supervision and management of directly assigned Telesales team:
• Ensure that Telesales unit have a clear understanding of performance expectations.
• Ensure Telesales team are properly trained both on Concern Worldwide work and the relevant TM campaigns.
• Ensure Telesales team have the tools they need to perform at high level of productivity.
• Act as main point of reference for the team for queries and escalation.
• Under the supervision of Telesales Manager, monitor individual and team metrics (by listening to calls and following system reports) keeping record in a consistent and systematic way.
• Keep the team updated on overall campaign performance and any relevant information about the company.
• Escalate any individual or team issues to line manager
• Act as second support for campaign set up where appropriate
• Set up Telesales campaigns on ThankQ system and ensure they are functioning

Implement training for marketing campaigns:

• Create a training calendar based on the 2017 TM calendar (dates and themes relevant to campaigns)
• Provide training to new staff members (on Concern work and the relevant campaigns)
• Create training materials for future reference of current staff and future members
• Identify training needs along the year (group and individual) and provide training accordingly when possible or inform Line manager.
• Conduct call-coaching training sessions
• To supervise Telesales Team to ensure goals are achieved:
• Identify training and other needs and expectation through regular individual and team meetings.
• Address under-performance if that is the case.
• Motivate and challenge the team with enthusiastic manners and a positive approach.
• Promote teamwork and cooperation.

Inbound Telesales:

• Act as point of reference for day to day queries from call center team leader/agents:
• Answer their queries in a timely manner.
• Escalate to and liaise with Donor Care if needed.
• Communicate new campaigns and appeals to ensure they are fully briefed.

Monitor service quality:

• Monitor random calls filling in quality forms with agreed KPIs and keep records in a consistent and systematic way.
• Implement agreed SLAs. Report to Call Center if under-performance is noticed and make recommendations if this persists (such as taking out an agent from the lines).
• Conduct calibration sessions with Call Center to ensure same approach is taken.

Keep Call Center informed and briefed of upcoming campaigns and events:

• Provide training and materials prior to campaigns together with the relevant parties.
• Have group meetings to keep the agents informed on the overall campaign (or DRTV) performance, highlighting achievements when possible.
• Implement Concern’s Emergency plan if needed.

Job Requirements

• Proven minimum of Four (4) years experience as telesales representative or other sales/customer service role.
• Proven track record of successfully meeting sales quota preferably over the phone.
• Good knowledge of relevant computer programs (e.g. CRM software) and telephone systems.
• Ability to learn about products and services and describe/explain them to prospects.
• Excellent knowledge of English.
• Excellent communication and interpersonal skills.
• Cool-tempered and able to handle rejection.
• Outstanding negotiation skills with the ability to resolve issues and address complaints.
• Qualification: Degree in any course from a recognized university.

Skills and Experience Required:
Essential:

• Strong leadership, communication and negotiation skills.
• Ability to communicate effectively on an individual and group basis.
• Strong donor focus (Internal & External).
• Ability to work under pressure.
• Innovative thinker, able to work on own initiative.
• Strong organisational skills.
• Presentation and training skills.
• Ability to multitask.
• Enthusiasm and aptitude for telephone marketing.
• Excellent written and verbal communication skills.
• Good teamwork skills.
• Enthusiastic and flexible working attitude.

Desirable:

• Experience in telephone marketing techniques;
• Commitment to the work of Concern

More resources:

• Source and recruit Telesales Representatives with Workable’s Boolean search cheat sheets.
• Assess relevant skills and qualifications with our Telesales Representative interview questions.

How to Apply
Interested and qualified candidates should send their Applications to: careers@conceptgroup-ng.com using the "Job title" as the subject of the email.