Telesales Team Leader

6 months ago

Melbourne, Australia Momentum Energy Full time

About the role:
The Telesales Team Leader is responsible for driving sales performance and process improvements in the Telesales space. The role will involve delivering on our customer promises including required business SLA’s and KPI’s as identified by the Head of Customer Growth. Working towards Momentum’s strategic objectives including customer growth by running a fit for purpose, compliant operation that delivers exceptional customer experience at the lowest possible cost. This includes leading your team to deliver consistent and effortless on boarding experience.

This role is an integral part of the success of the team, working in a hands-on manner across the Telesales Team, the role is responsible for coaching, developing and leading the teams responsible for selling to Momentum’s new and existing residential customers.

What you’ll do:

- Responsible for delivering overall team targets as well as daily business critical decisions, as relevant to the role.
- Build and maintain successful relationships relevant to the role purpose and contribute to the accomplishment of Customer Growth business objectives.
- Lead and manage the Telesales team to deliver exceptional customer experience for residential and small business customers while adhering to set KPI’s and meeting business sales objectives. Team Leaders to work together to ensure overall Team effectiveness.
- Recruit, develop and evolve appropriate capability in our people to ensure talent pool of future leaders for the business.
- Identify skill gaps and provide advice and training / coaching ensure the effective use of Momentum’s systems, process and procedures.
- Create and develop a high-performance team aligned with our strategic direction and goals.
- Manage performance and behaviours of each direct report against set and agreed KPI’s to achieve the daily operational requirements of the Telesales team and meet the required service levels.
- Ensure all operational processes are compliant and embedded across the Telesales team. Manage any new compliance or regulatory changes into operations.
- Ensure team members are aware of compliance obligations of relevant safety legislation and procedures.

What you’ll bring:

- Experience in a relevant discipline - Operations, Customer Service, Call Centre Technology.
- Experience with call centre telephony is desirable.
- Extensive operational experience in running a complex business and/or technology environment, and diverse Contact Centre. capability for inbound customer service and sales.
- Experience in analytics, reporting and leading business transformation.
- Extensive and demonstrated leadership, people management and development experience.
- Experience in utilising technology to deliver required outcomes.
- Extensive experience and well-developed in process improvement and working with customers who require intensive support, implementation of process and regulatory changes.
- Highly developed operational and analytical experience in a complex and diverse team environment.
- Outstanding analytical and problem solving skills.
- Extensive experience in managing high volume transactional customer enquiry processing teams.

What's in it for you?

You'll work in an incredibly fun and rewarding business that genuinely values its people and customers.

We are super proud of where we work, our workplace and work culture. We pride ourselves on balancing work and home life and offer a truly flexible work environment, a competitive remuneration package, and the opportunity to play a role in Australia’s renewable energy transformation.
- Interested but not sure if you tick enough boxes? At Momentum, we believe in the power of unique backgrounds and skillsets. And really, box-ticking is overrated. So even if you feel you don’t meet all the requirements listed, we strongly encourage you to apply._

We are a 2022 Circle Back Initiative Employer and commit to respond to every applicant.

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