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Team Lead, Telesales at the Concept Group (Lagos, Rivers and Abuja)

Posted on Fri 26th Jul, 2019 - hotnigerianjobs.com --- (0 comments)


The Concept Group is a holding company for companies established in 1992. Subsidiaries under the Group include: Rosabon Financial Services - Nigeria’s Leading Equipment Leasing and Financial Intermediary Company, Concept Nova - Bespoke Enterprise Software Development Company, Percy Aitkins - Bureau De Change.

We are recruiting to fill the position below:

Job Title: Team Lead, Telesales

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.
Application Closing Date
31st July, 2019.

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.

  

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