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.