Team Leader – Sales & Appointment Setting

Overview:

We are seeking a highly motivated and results-driven Team Leader with a strong background in sales and appointment setting to lead our team of Appointment Setters. This role is focused on driving performance in outbound and inbound appointment setting for customers over 60 years old in New Zealand, scheduling hearing tests. The ideal candidate will have a proven track record in sales leadership, with the ability to coach and inspire a team to meet and exceed targets.

Main Responsibilities:

• Team Leadership: Lead and manage a team of appointment setters, ensuring the achievement of individual and team KPIs related to sales, appointment setting, productivity, quality, and compliance.
• Sales Coaching: Provide ongoing coaching, mentoring, and support to team members to enhance their sales and appointment setting skills, driving peak performance.
• Performance Management: Monitor daily, weekly, and monthly team performance against targets, and implement strategies for improvement where necessary.
• Call Quality Monitoring: Regularly monitor calls to ensure high-quality customer interactions and provide actionable feedback to team members.
• Target Achievement: Ensure the team consistently meets or exceeds appointment targets while maintaining compliance with quality and customer service standards.
• Sales Strategy Execution: Develop and implement sales and appointment setting strategies to optimize conversion rates and productivity.
• Collaboration with Stakeholders: Work closely with the Operations Manager and other stakeholders to align team performance with overall business objectives and campaign goals.
• Compliance & Quality Assurance: Ensure all team activities meet legal, regulatory, and company standards for quality and compliance.
• Motivation & Engagement: Foster a positive, high-energy work environment, keeping the team motivated and engaged through recognition, incentives, and clear communication of goals.
• Reporting: Provide regular performance reports and insights to senior management, identifying trends and areas for improvement.

Skills & Qualifications:

• Sales Leadership Experience: Proven experience leading a high-performing sales or appointment setting team in a contact center or similar environment.
• Strong Sales Expertise: A demonstrated ability to excel in outbound sales and appointment setting, with a strong understanding of effective sales techniques.
• Coaching & Development: Experience in coaching and developing team members to improve performance and skillsets.
• KPI Management: Proven ability to manage, track, and drive team performance against KPIs, with a focus on appointment setting, quality, and compliance.
• Communication Skills: Excellent verbal and written communication skills, with the ability to inspire and engage a team and communicate effectively with senior stakeholders.
• CRM Proficiency: Experience using CRM tools and call management systems (e.g., Genesys) to manage and track outbound sales calls.
• Problem Solving & Decision Making: Strong problem-solving, conflict resolution, and decision-making skills, with the ability to think on your feet and provide solutions.
• Motivational Leadership: A motivational leader who can foster a collaborative, high-energy environment and maintain team morale even under pressure.
• Attention to Detail: Strong attention to detail, particularly in ensuring compliance with regulations and quality standards.
• Autonomy & Initiative: Ability to work independently, managing the team's day-to-day operations, and using initiative to solve challenges proactively.
• Adaptability: Comfortable working in a fast-paced and rapidly changing environment with the ability to adjust strategies to meet evolving campaign requirements.
• Technical Proficiency: Strong computer skills, including proficiency with CRM systems, call center software, and Microsoft Office.

Requirements:

• Minimum 2-3 years of experience in a sales leadership role, preferably in outbound sales or appointment setting.
• A proven track record of achieving sales targets and driving team performance.
• Availability to complete training and onboarding processes before the campaign start date.
• Ability to manage a flexible work schedule, including some weekends or evenings, if required.

Benefits:

• Competitive salary and performance-based incentives
• Leadership development opportunities
• Collaborative and supportive team culture
• Ongoing training and professional development
• A chance to lead a team making a meaningful impact in healthcare services