Position: Team Leader – Sales Contact Centre (Customer Operations)
Company: MTN
Location: Roodepoort, Gauteng
Closing Date: 2 August 2025
Type: Full-time | MTN Level 2
Purpose:
Lead and manage a sales contact centre team to maximize revenue, exceed sales targets, and drive operational efficiency while ensuring exceptional customer experience.
Key Responsibilities:
Sales & Operations:
Manage execution of sales strategies to meet KPIs (sales, activations, conversion rates, QA, pipeline management).
Develop and expand sales channels (inbound, outbound, online, WhatsApp).
Conduct data analysis to optimize leads, shifts, and conversion rates.
Resolve escalated issues and ensure SLA adherence.
Prepare weekly/monthly reports and presentations for management.
People Management:
Conduct performance reviews and manage underperformance.
Coach, mentor, and train agents on sales conversion, objection handling, and up-selling.
Recruit, onboard, and retain skilled sales agents.
Motivate the team with recognition, commission structures, and clear development pathways.
Quality & Compliance:
Ensure adherence to sales processes, policies, and quality standards.
Drive a customer-centric approach to improve satisfaction and reduce cancellations.
Requirements:
Qualification: 3-year relevant qualification (Sales/Marketing).
Experience:
5+ years in a sales contact centre.
2+ years in a supervisory/team leader role (ISP experience an advantage).
Proven track record of meeting/exceeding sales targets.
Skills: Leadership, pipeline management, reporting, performance management, problem-solving, and data analysis.
Languages: Fluent in English.
Key Attributes:
Customer-focused, resilient, diplomatic, detail-oriented, results-driven, adaptable, creative, confident, ethical, and an excellent communicator.