7 Team Leader jobs in Randfontein

The incumbent will manage the Contact Centre business unit to ensure effective donor recruitment and customer service delivery through a variety of in and outbound customer contact channels. Responsible for staffing, budget management, implementing strategy and maintaining quality standards. In addition, ensures optimal structuring of contact centre support nationally for blood collections and stakeholder management.

Key Performance Areas.

KPA 1: Strategic planning and objective setting through establishing, developing and managing the business plan for the business unit.
KPI
1.1 Work closely with Donor Services, Donor Relations, Marketing and Communications, and zone management to ensure alignment on long-term strategic plans.
1.2 Provide valuable input to inform the Contact Centre's business plan.
1.3 Develop and communicate the business plan to team members and facilitate their buy-in to ensure alignment and commitment.
1.4 Oversee team activities to ensure an excellent customer experience while delivering efficient service. Drive the team to achieve high-quality customer service by providing prompt, detailed, and customer-oriented support.
1.5 Propose initiatives to enhance customer engagement.
1.6 Liaise with different departments to support specific recruitment programmes such as group O, whole blood, apheresis platelets, source plasma, hyperimmune plasma, etc.
1.7 Assess current workflow and apply best practices in creating multi-criteria and assigning service queues to deliver continuous improvement strategies identified through both internal and external stakeholder feedback.
1.8 Provide an analysis of current operational workflows, identifying bottlenecks and recommend process improvements to enhance efficiency.
1.9 Submit reports and provide regular feedback to internal stakeholders on team performance in line with agreed SLA’s.
1.10 Represent the department/team at stakeholder meetings.
1.11 Evaluate the overall performance of the department in terms of customer engagement, regularly.

KPA 2: Drive Business Performance – Manages the operational objectives to ensure collections to target, donor retention and good customer service.
KPI
2.1 Drive proactive quality assurance by ensuring compliance and implementation of policies, procedures, and standards within the department.
2.2 Plan and direct all aspects of operations and initiatives and ensure strategic focus and alignment throughout the business unit.
2.3 Continuous monitoring of team performance metrics to measure success, such as customer satisfaction scores, average response times, and employee engagement levels.
2.4 Implement protocols to ensure customer service is reliably delivered.
2.5 Custodians of the customer experience developed within the department, working to ensure that the vision is consistently embodied in every customer interaction.
2.6 Propose initiatives to enhance customer engagement by providing ongoing guidance and direction to the operational environments managed by this role in terms of the areas of focus, opportunities, key targets and relevant policies, legislative and regulatory environments.
2.7 Collate, analyse, and interpret monthly inbound and outbound performance statistics.
2.8 Analyse social media trends to inform strategies.
2.9 Evaluate trends and demands and take appropriate and timely action to minimise impact.
2.10 Ensure alignment with the Stakeholder Management and Communication strategies.

KPA 3: People management to achieve operational objectives.
KPI
3.1 Conduct performance management and monitor performance on an ongoing basis through mentoring, coaching, and performance reviews and take appropriate steps to correct problems.
3.2 Track and encourage individual development by identifying learning and development needs & facilitating the attendance of relevant programs.
3.3 Deal with grievances, conflict, and disciplinary issues and take appropriate actions per SANBS Policy.
3.4 Ensure regular two-way communication with staff matters such as strategy, values, team building, SOPs, policy changes, etc. to ensure understanding.
3.5 Monitor and coordinate shift exchanges by scheduling team members to daily and monthly tasks, ensuring the Contact Centre delivers excellent service.
3.6 Monitor and track staff time-keeping, absenteeism trends, overtime worked, and leave to ensure adherence to HR policies/procedures/employee wellness and cost-effective running of the department.
3.7 Provide guidance and support to team members to ensure effective engagement with stakeholders.
3.8 Recruitment and selection of suitable candidates according to manpower plan, recruitment and selection procedures, and EE targets.
3.9 Attend meetings and training sessions as required, to remain informed of current field-related developments, to promote knowledge sharing.
3.10 Conduct regular scheduled meetings with direct reports.
3.11 Lead, coach, and motivate the team. Mentor all Contact Centre Agents on the company values and expected behaviours promoting team development.

KPA 4: Maintain a healthy risk profile within area managed.
KPI
4.1 Cultivate a culture of proactive compliance and risk management within the team.
4.2 Ensure that the team is aware of their responsibilities in terms of managing risks and taking ownership of them.
4.3 Manage and oversee the implementation of Safety, Health, Environment and Quality (SHEQ) programs, policies, and legislation.
4.4 Ensure that necessary accreditation standards are upheld.
4.5 Manage non-conformances, major deficiencies, errors, deviation from SOPs, and compliance with quality control programmes and standards of practice to ensure compliance with scorecard measures.
4.6 Develop and test business continuity plans, and identify and mitigate risks to business continuity to ensure the sustainability of the donor panel and overall customer satisfaction.

Cognitive

• Analytical Thinking and Attention to Detail
• Holistic / Big Picture Thinking
• Judgement and Decision Making
• Problem Solving
• Innovation and Creativity

Personal

• Ethical behaviour
• Excellence Orientation
• Flexibility / Adaptability
• Personal Development
• Drive and Belief in the Cause
• Resilience and Stress Management
• Professional Image and Visibility

Interpersonal

• Customer Service Orientation
• Conflict Management
• Knowledge Sharing
• Teamwork
• Communication

Prof technical

• Business and Financial Acumen
• Process Engineering / Systems Competence
• Computer Literacy
• Best Practice Thinking

Leadership

• Motivating People
• People Development
• Strategic Leadership

Education

• Call Centre Qualification/ Certificate/ Diploma NQF 5

Experience and knowledge requirements

• 3 years call centre or tele-recruiting experience
• 2 years Supervisory experience in managing a Donor Relations or Contact Centre team
• Quality Assurance experience and training is an advantage
• Verbal and written proficiency in English

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The incumbent will manage the Contact Centre business unit to ensure effective donor recruitment and customer service delivery through a variety of in and outbound customer contact channels. Responsible for staffing, budget management, implementing strategy and maintaining quality standards. In addition, ensures optimal structuring of contact centre support nationally for blood collections and stakeholder management. Key Performance Areas. KPA 1: Strategic planning and objective setting through establishing, developing and managing the business plan for the business unit. KPI 1.1 Work closely with Donor Services, Donor Relations, Marketing and Communications, and zone management to ensure alignment on long-term strategic plans.1.2 Provide valuable input to inform the Contact Centre's business plan.1.3 Develop and communicate the business plan to team members and facilitate their buy-in to ensure alignment and commitment.1.4 Oversee team activities to ensure an excellent customer experience while delivering efficient service. Drive the team to achieve high-quality customer service by providing prompt, detailed, and customer-oriented support.1.5 Propose initiatives to enhance customer engagement.1.6 Liaise with different departments to support specific recruitment programmes such as group O, whole blood, apheresis platelets, source plasma, hyperimmune plasma, etc.1.7 Assess current workflow and apply best practices in creating multi-criteria and assigning service queues to deliver continuous improvement strategies identified through both internal and external stakeholder feedback.1.8 Provide an analysis of current operational workflows, identifying bottlenecks and recommend process improvements to enhance efficiency.1.9 Submit reports and provide regular feedback to internal stakeholders on team performance in line with agreed SLA’s.1.10 Represent the department/team at stakeholder meetings.1.11 Evaluate the overall performance of the department in terms of customer engagement, regularly. KPA 2: Drive Business Performance – Manages the operational objectives to ensure collections to target, donor retention and good customer service. KPI 2.1 Drive proactive quality assurance by ensuring compliance and implementation of policies, procedures, and standards within the department.2.2 Plan and direct all aspects of operations and initiatives and ensure strategic focus and alignment throughout the business unit.2.3 Continuous monitoring of team performance metrics to measure success, such as customer satisfaction scores, average response times, and employee engagement levels.2.4 Implement protocols to ensure customer service is reliably delivered.2.5 Custodians of the customer experience developed within the department, working to ensure that the vision is consistently embodied in every customer interaction.2.6 Propose initiatives to enhance customer engagement by providing ongoing guidance and direction to the operational environments managed by this role in terms of the areas of focus, opportunities, key targets and relevant policies, legislative and regulatory environments.2.7 Collate, analyse, and interpret monthly inbound and outbound performance statistics.2.8 Analyse social media trends to inform strategies.2.9 Evaluate trends and demands and take appropriate and timely action to minimise impact.2.10 Ensure alignment with the Stakeholder Management and Communication strategies. KPA 3: People management to achieve operational objectives. KPI 3.1 Conduct performance management and monitor performance on an ongoing basis through mentoring, coaching, and performance reviews and take appropriate steps to correct problems.3.2 Track and encourage individual development by identifying learning and development needs & facilitating the attendance of relevant programs.3.3 Deal with grievances, conflict, and disciplinary issues and take appropriate actions per SANBS Policy.3.4 Ensure regular two-way communication with staff matters such as strategy, values, team building, SOPs, policy changes, etc. to ensure understanding.3.5 Monitor and coordinate shift exchanges by scheduling team members to daily and monthly tasks, ensuring the Contact Centre delivers excellent service.3.6 Monitor and track staff time-keeping, absenteeism trends, overtime worked, and leave to ensure adherence to HR policies/procedures/employee wellness and cost-effective running of the department.3.7 Provide guidance and support to team members to ensure effective engagement with stakeholders.3.8 Recruitment and selection of suitable candidates according to manpower plan, recruitment and selection procedures, and EE targets.3.9 Attend meetings and training sessions as required, to remain informed of current field-related developments, to promote knowledge sharing.3.10 Conduct regular scheduled meetings with direct reports.3.11 Lead, coach, and motivate the team. Mentor all Contact Centre Agents on the company values and expected behaviours promoting team development. KPA 4: Maintain a healthy risk profile within area managed. KPI 4.1 Cultivate a culture of proactive compliance and risk management within the team.4.2 Ensure that the team is aware of their responsibilities in terms of managing risks and taking ownership of them.4.3 Manage and oversee the implementation of Safety, Health, Environment and Quality (SHEQ) programs, policies, and legislation.4.4 Ensure that necessary accreditation standards are upheld.4.5 Manage non-conformances, major deficiencies, errors, deviation from SOPs, and compliance with quality control programmes and standards of practice to ensure compliance with scorecard measures.4.6 Develop and test business continuity plans, and identify and mitigate risks to business continuity to ensure the sustainability of the donor panel and overall customer satisfaction. Cognitive Analytical Thinking and Attention to Detail Holistic / Big Picture Thinking Judgement and Decision Making Problem Solving Innovation and Creativity Personal Ethical behaviour Excellence Orientation Flexibility / Adaptability Personal Development Drive and Belief in the Cause Resilience and Stress Management Professional Image and Visibility Interpersonal Customer Service Orientation Conflict Management Knowledge Sharing Teamwork Communication Prof technical Business and Financial Acumen Process Engineering / Systems Competence Computer Literacy Best Practice Thinking Leadership Motivating People People Development Strategic Leadership Education Call Centre Qualification/ Certificate/ Diploma NQF 5 Experience and knowledge requirements 3 years call centre or tele-recruiting experience 2 years Supervisory experience in managing a Donor Relations or Contact Centre team Quality Assurance experience and training is an advantage Verbal and written proficiency in English #J-18808-Ljbffr

Job Title: Sales Team Manager

To manage a team of sales agents to ensure optimal sales performance and service deliverance within a leading Telecommunications corporate.

Duties & Responsibilities

• Driving team and individual performance to ensure all KPI and Targets are achieved monthly
• Tracking sales goals and communicating results and achievements
• Identify development areas of each team member and deliver effective training programmes, coaching and content to aid performance of the team
• Manage individual’s attendance, conduct and engagement, to improve team performance and overall commitment to job
• Minimise or prevent negative staff attrition to improve staff retention through wellness and engagement initiatives
• Motivate team and individuals to strive for success
• Support disciplinary proceedings by investigating team members misconduct matters, draft and issue corrective documents such as warning letters, draft and issue disciplinary notices, initiate disciplinary hearings, assist by chairing hearings for other campaigns / departments
• Encourage open communication between yourself and your individual team members through constant interaction
• Assess individual performance through observation and measurement and implement key interventions as needed
• Provide support to sales team in order to advance sales stages, guidance on processes to be followed and assist with client escalations
• Reporting – provide weekly/daily reporting on all criteria required to be measured to key stakeholders
• Manage the overall behaviour of the team
• Developing the team through motivation, counselling, and product knowledge education
• Provide detailed and accurate sales forecasts
• Handling and resolving customer complaints
• Devise strategies and sales techniques that positively impact performance
• Collaborate and coordinate with other departments of the business to ensure success of the sales team that has variable dependencies

Desired Experience & Qualification

QUALIFICATIONS AND EXPERIENCE REQUIRED

• Matric
• Minimum 2-3 years' team leader experience in Telecommunications/ICT & Microsoft
• Ability/Experience in managing a team of agents
• All experience must be in the telecommunications sector
• Experience must include B2B sales within the telecommunications industry
• Experience with closing medium to large size business deals
• Experience with negotiating deals at exec level in the client’s environment

BEHAVIOUR AND COMPETENCIES REQUIRED

• Organised
• Systematic
• Accountable
• Analytical
• Logical
• Process Driven
• Leadership abilities
• Positive Personality
• Strong interpersonal skills
• Quick thinker

Package & Remuneration

Salary: A Lucrative CTC is on offer.

Interested?

Kindly click on the link below to apply.

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Team Leader (Sales Contact Centre) required in Roodepoort.

The Sales Contact Centre Team Leader is responsible for leading and managing a team of sales agents to maximise revenue opportunities and exceed sales targets.

This role combines management, coaching, and operational oversight to ensure the delivery of high-quality customer interactions, efficient sales processes, and consistent achievement of performance metrics.

The Team Leader plays a key role in creating a performance-driven culture, aligning team practices with strategic sales objectives, and ensuring compliance with company policies and industry regulations.

Salary: R46 000 – R50 000 per month.

Duties and Responsibilities:

Operational & Sales Management:

• Set performance targets for agents and monitor progress daily, weekly, and monthly.
• Manage sales metrics including activations, conversion rates, QA scores, lead utilisation, and productivity.
• Track and analyse KPIs; prepare and deliver performance reports to management.
• Oversee outbound and inbound campaigns, ensuring scripts and processes are optimised for sales conversion.
• Ensure accurate allocation of leads and efficient use of work queues.
• Implement and enforce sales procedures and policies with a customer-centric approach.

People Leadership:

• Conduct regular one-on-one and team performance reviews.
• Actively manage non-performance through coaching and formal improvement processes.
• Recruit, onboard, and retain skilled sales agents.
• Provide ongoing coaching, training, and mentoring to enhance sales techniques, objection handling, and upselling.
• Foster a culture of accountability, motivation, and teamwork.

Quality & Compliance:

• Monitor call quality and customer service standards through call listening and quality checks.
• Address escalated customer issues promptly and effectively.
• Ensure adherence to operational processes, compliance regulations, and company standards.
• Continuous Improvement
• Collaborate with marketing to leverage campaigns and maximise sales opportunities.
• Analyse contact centre data to improve efficiency, shift patterns, and conversion rates.
• Recommend and implement process improvements to enhance productivity and customer satisfaction.

Requirements:

• Minimum 3-year relevant qualification (Sales or Marketing).
• Minimum 5 years’ sales contact centre experience, with at least 2 years in a supervisory or team leader role (ISP industry experience preferred).
• Proven track record of meeting and exceeding sales targets.
• Proficient in English (written and verbal).
• Familiarity with contact centre KPIs, reporting, and operational processes.

Skills & Competencies:

• Strong leadership and people management skills.
• Proven ability to drive sales performance in a high-pressure, target-driven environment.
• Excellent communication, coaching, and motivational skills.
• Strong analytical and problem-solving abilities.
• Customer-focused mindset with a commitment to service excellence.
• Ability to manage conflict and disciplinary processes fairly and effectively.
• Adaptability to changing business needs and technologies.

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Job Title: Sales Team Manager To manage a team of sales agents to ensure optimal sales performance and service deliverance within a leading Telecommunications corporate. Duties & Responsibilities Driving team and individual performance to ensure all KPI and Targets are achieved monthly Tracking sales goals and communicating results and achievements Identify development areas of each team member and deliver effective training programmes, coaching and content to aid performance of the team Manage individual’s attendance, conduct and engagement, to improve team performance and overall commitment to job Minimise or prevent negative staff attrition to improve staff retention through wellness and engagement initiatives Motivate team and individuals to strive for success Support disciplinary proceedings by investigating team members misconduct matters, draft and issue corrective documents such as warning letters, draft and issue disciplinary notices, initiate disciplinary hearings, assist by chairing hearings for other campaigns / departments Encourage open communication between yourself and your individual team members through constant interaction Assess individual performance through observation and measurement and implement key interventions as needed Provide support to sales team in order to advance sales stages, guidance on processes to be followed and assist with client escalations Reporting – provide weekly/daily reporting on all criteria required to be measured to key stakeholders Manage the overall behaviour of the team Developing the team through motivation, counselling, and product knowledge education Provide detailed and accurate sales forecasts Handling and resolving customer complaints Devise strategies and sales techniques that positively impact performance Collaborate and coordinate with other departments of the business to ensure success of the sales team that has variable dependencies Desired Experience & Qualification QUALIFICATIONS AND EXPERIENCE REQUIRED Matric Minimum 2-3 years' team leader experience in Telecommunications/ICT & Microsoft Ability/Experience in managing a team of agents All experience must be in the telecommunications sector Experience must include B2 B sales within the telecommunications industry Experience with closing medium to large size business deals Experience with negotiating deals at exec level in the client’s environment BEHAVIOUR AND COMPETENCIES REQUIRED Organised Systematic Accountable Analytical Logical Process Driven Leadership abilities Positive Personality Strong interpersonal skills Quick thinker Package & Remuneration Salary: A Lucrative CTC is on offer. Interested? Kindly click on the link below to apply. #J-18808-Ljbffr

Job Title: Sales Team Manager To manage a team of sales agents to ensure optimal sales performance and service deliverance within a leading Telecommunications corporate. Duties & Responsibilities Driving team and individual performance to ensure all KPI and Targets are achieved monthly Tracking sales goals and communicating results and achievements Identify development areas of each team member and deliver effective training programmes, coaching and content to aid performance of the team Manage individual’s attendance, conduct and engagement, to improve team performance and overall commitment to job Minimise or prevent negative staff attrition to improve staff retention through wellness and engagement initiatives Motivate team and individuals to strive for success Support disciplinary proceedings by investigating team members misconduct matters, draft and issue corrective documents such as warning letters, draft and issue disciplinary notices, initiate disciplinary hearings, assist by chairing hearings for other campaigns / departments Encourage open communication between yourself and your individual team members through constant interaction Assess individual performance through observation and measurement and implement key interventions as needed Provide support to sales team in order to advance sales stages, guidance on processes to be followed and assist with client escalations Reporting – provide weekly/daily reporting on all criteria required to be measured to key stakeholders Manage the overall behaviour of the team Developing the team through motivation, counselling, and product knowledge education Provide detailed and accurate sales forecasts Handling and resolving customer complaints Devise strategies and sales techniques that positively impact performance Collaborate and coordinate with other departments of the business to ensure success of the sales team that has variable dependencies Desired Experience & Qualification QUALIFICATIONS AND EXPERIENCE REQUIRED Matric Minimum 2-3 years' team leader experience in Telecommunications/ICT & Microsoft Ability/Experience in managing a team of agents All experience must be in the telecommunications sector Experience must include B2 B sales within the telecommunications industry Experience with closing medium to large size business deals Experience with negotiating deals at exec level in the client’s environment BEHAVIOUR AND COMPETENCIES REQUIRED Organised Systematic Accountable Analytical Logical Process Driven Leadership abilities Positive Personality Strong interpersonal skills Quick thinker Package & Remuneration Salary: A Lucrative CTC is on offer. Interested? Kindly click on the link below to apply. #J-18808-Ljbffr