Professions - Entertainment Cape Town FULL TIME Job Summary The suitable and successful candidate will be responsible for leading and managing a team of Outbound Sales Consultants/Agents as per SLA. Product comprehension of sales and customer care coupled with proactive client interface ability would be critical functions for the role * Team leadership and management * Guide agents by demonstrating exceptional customer satisfaction * Guide, coach and Determine training needs for staff. * Communicate job expectations to Agents * Harness agent’s potential to perform optimally * Tailor recommendations to improve Consultants on reaching their targets. * Monitor attendance, punctuality and leave of personnel * Keep to date and abreast of industry trends industry trends * Manage requests/escalations between different business units to solidify resolution outcomes * Report on a regular basis on statistics, data, ratios, attrition, and terminations * Examine and indicate areas of improvement for systems, policies and processes used and propose solutions * Frequent monitoring of metrics, data and reporting on operational status * Manage quality assurance * Oversee the overtime process and monitor different shifts that are in place Requirements * A minimum of 2-3 years outbound management experience * Willingness to work nightshift to accommodate American time zones Competencies * Strong ability to manage a sales team * Strong ability to empathize with a customer * Strong problem-solving skills * Ability to resolve escalated customer issues * Drive Sales CallForce Recruiter