Inbound Sales Team Leader
Hobart, Tasmania, Australia
Key Accountabilities• Coach team members to improve performance and meet set performance metrics which deliver an exceptional customer experience which ensures customer advocacy• Manage performance variation. Provide consistent and sustainable performance reviews to achieve minimum performance standards, deploy best practice and ensure delivery against productivity and customer performance targets;• Communicate with and engage team members to ensure they understand their personal… Show more Key Accountabilities• Coach team members to improve performance and meet set performance metrics which deliver an exceptional customer experience which ensures customer advocacy• Manage performance variation. Provide consistent and sustainable performance reviews to achieve minimum performance standards, deploy best practice and ensure delivery against productivity and customer performance targets;• Communicate with and engage team members to ensure they understand their personal contribution to the business and so they are aware of all relevant updates and information to assist them in their roles; • Build capability by identifying, nurturing and sourcing talent (active participation in succession planning)• When necessary, take escalated customer issues to ensure customer satisfaction and avoid customer dissatisfaction and complaints;• Demonstrate subject matter expertise in the function performed by the team and the tools, systems and processes used to deliver that function;• Ensure that team members are adhering to schedule to enable customer demand to be met; • Ensure adherence to all standard company policies including audits/credits, HS&E, EEO, security and leave planning;• Ensure a safe and fair work environment in accordance with Telstra Policies and processes;• Contribute to the units Business Plan and deliver on associated business initiatives as required;• Manage change in processes, service accountabilities and new initiatives through the team. Show less
