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Team Leader (Telesales/Call Center Operations) At Telepoint Communications LTD

Date Posted: 03/Oct/2013
Deadline: Not Specified


Team Leader (Telesales/Call Center Operations)

The Team Leader assumes responsibility for operations, sales, and services of Telesales team. Project an energetic and upbeat professional image. Maintain an up-to-date knowledge of technology.


  • Achieve or exceed client retention goals, sales, and accessory quotas, attachment rates, etc
  • Meet or exceed customer satisfaction standards for Telesales team members
  • Ensure that Telesales team complies with corporate policies and fraud prevention rules/regulations
  • Cross-train and develop skills of staff to include succession planning. Hire, train, and give performance feedback to employees.
  • Overall management of the daily operations of the Telesales Team. This includes scheduling, managing schedule adherence, and monitoring real time activities. Consistently review processes and procedures within the department to achieve maximum efficiency.
  • ·  Track, monitor and be a catalyst for the accomplishment of departmental sales and customer retention goals that directly contribute to organizational growth.
  • ·  Ensure that all team members’ results are aligned with organizational goals for all metrics including, Average Handle Time (AHT), customer survey results, attendance, etc.
  • ·  Coach, develop and hold direct reports accountable for performance deficiencies.
  • ·  Ensure that team members are completing daily and monthly tasks, to include schedule adherence.
  • ·  Implement and maintain automated processes whenever cost/benefits analysis indicates to do so.
  • ·  Maintain proper controls to protect company assets against criminal and fraudulent operations and unnecessary risk and exposure.
  • ·  Perform additional duties as assigned


Ability to work in a fast paced call center environment. This is an overnight shift. Some Saturday hours may be necessary.


This is a brief description of the Team Leader’s (Telesales/Call Center Operations) responsibilities and is not limited to those described herein. Management retains the right to add, delete or modify any of these responsibilities at any time during empl


  • Five years business experience is required.
  • College degree and three years management experience preferred.
  • Minimum two years sales experience required.
  • Telephone sales management experience required.
  • Excellent oral and written communication skills a must.
  • Must demonstrate an ability to lead and manage operations.
  • Call Center management preferred.

Compensation: This position pays about 150,000 naira plus commission and performance incentives that could be up to 250,000 naira monthly


Method of Application

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