Horizon Contact Centers Team Leader (Blended Inbound and Outbound) Job in Kenya

Team Leader – Blended Inbound and Outbound
This is a fantastic opportunity for an energetic and talented individuals with Outbound Sales Experience, who have an interest in joining a successful global outsource team.
 If you are looking to fast pace your career within this exciting field, providing great exposure and experience, followed by meeting the below requirements, then we would like to meet you.
Duties and Responsibilities:
The incumbent will be responsible for the following areas:
  • Build, develop and motivate a high performing team of Outbound and Inbound agents in a busy and dynamic call centre environment, to deliver exceptional performance.
  • The incumbent will be responsible for ensuring metrics across quantity and quality metrics are achieved. These metrics will consist of productivity, targets and service goals etc.
  • Identify and develop measurement standards for the improvement of performance and operational effectiveness.
  • Drive adherence to process compliance with strong focus on Customer experience and delivery.
  • Identify areas for process improvement and implements corrective actions with a focus to increase in performance.
  • Effectively communicate performance management and development process and provide regular assessment and review of performance
  • Schedule and conduct weekly agent feedback and motivation sessions on areas of improvement and subsequently provide written report to immediate supervisor.
  • Assist agents by providing floor support and handling agent escalated calls.
  • Work with the Account Supervisor to achieve consistency across teams, by building awareness of team strengths and development needs.
Education and experience:
  • Diploma or degree completed
  • Excellent command of the English language with above neutral, crisp accent
  • Proficient in MS Office Suite – MS Word, MS PowerPoint, MS Excel, MS Outlook and Internet Explorer.
  • Experience in Outbound Sales in a call center environment will be highly advantageous.
  • Minimum 4-5 years work experience; with 1 year experience in a management position
  • Demonstrated outbound sales techniques including Customer Acquisition, Up Selling, retention and Win Back methodologies Skills
  • Proven track record in leading teams to deliver sales targets
Key competencies and attributes:
  • Excellent Coaching Skills is a prerequisite
  • Sound leadership and selling skills
  • Able to work under pressure and in a flexible work environment.
  • Motivated, goal oriented, with ability to motivate a team
  • High level of initiative and works well in a team environment with good conflict management skills
  • Excellent written and oral communication skills
  • Plans and carries out responsibilities with minimal direction
  • Exceptional people management skills
  • Open minded and flexible approach to adapt to changing processes; and job requirements
Please apply through www.horizoncontactcenters.com
This position closes on Wednesday, 14th November 2012

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