Friday 26 July 2019

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

Company Description:

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

  • The Telesales Leader will monitor the performance of the agents both in the In-house team and deliver training accordingly.
  • 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.
Key Responsibilities
Outbound Telesales:

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