Call Centre Team Lead

6 days ago

Mudgeeraba, Queensland, Australia Flexhive Full time

Lead Generation Excellence

We are seeking a skilled Call Centre Manager to lead our high-performing team in delivering exceptional lead generation results for our clients. As a key member of our team, you will be responsible for overseeing the day-to-day operations of the call centre, ensuring that our approach to lead generation continues to deliver high-quality results.

Key Responsibilities

  • Team Leadership and Coaching: Provide ongoing support and development to ensure high-quality lead generation, conducting regular one-on-one sessions to provide feedback and training on improving call outcomes.
  • Lead Generation Strategy: Work with the team to implement call strategies that foster rapport with leads, ensuring each interaction meets qualifying criteria and results in high-quality leads for our clients.
  • Performance Monitoring: Track and analyse key performance indicators (KPIs) for call centre staff, implementing improvement plans where necessary to meet lead generation targets.
  • Call Quality Assurance: Monitor live calls and provide feedback on communication techniques, ensuring that staff maintain a high level of professionalism and rapport-building throughout each interaction.
  • Training and Development: Develop and deliver training programs to upskill call centre staff, focusing on areas such as objection handling, product knowledge, and relationship-building techniques to enhance lead conversion rates.
  • Operational Efficiency: Oversee the scheduling, workload distribution, and daily operations of the call centre, ensuring resources are optimised to meet campaign demands and client expectations.
  • Stakeholder Engagement: Collaborate with internal teams to ensure lead generation efforts align with overall business objectives and client needs.

About You

  • Proven experience in managing a call centre, with a strong focus on outbound marketing or lead generation.
  • Excellent leadership and mentoring skills, with the ability to inspire and develop a high-performing team.
  • Strong communication and rapport-building abilities, with experience in quality assurance and performance management.
  • Experience in creating tailored lead generation strategies that deliver results.
  • Proficient in call centre operations, performance tracking, and resource management.

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