OverviewAs an Assistant Team Leader in our Outbound Reactivation Contact Centre, you will oversee daily operations of your team to ensure consistent achievement of sales conversions, lead clearance, and productivity targets. You will be responsible for motivating and supporting agents, driving performance excellence, and leading by example, all while fostering a culture of growth, accountability, and professional development within your team.Key Responsibilities:Team & Operations ManagementResponsible for the daily operations of the team, aligning staff levels with outbound sales leads and conversion targets set by the Sales Operations Manager.Monitor agent availability, attendance, and real-time status to ensure full alignment with roster commitments and productivity expectations.Oversee break schedules, leave requests (planned 2+ weeks in advance), and adherence to operational processes.Prioritise tasks, plan workload, and ensure deadlines are met.Conduct daily huddles/briefings to share updates, team performance results, and motivate agents.Performance & ProductivityMonitor individual and team KPIs in real-time, focusing on:Sales conversionsProductivity (>25 calls per hour, 80%+ rostered hours on queue)SPH (Sales per Hour) reaching a minimum of .50QA scores and ComplianceAnalyse trends in leads and proactively report to the Sales Operations Manager.Spend significant time coaching agents through shadowing, feedback, and real-time support to build skill and confidence.Lead by example, maintaining 100% competency as a Sales Agent to provide support during critical periods.Professional DevelopmentActively invest in your own professional growth by engaging in training, upskilling, and leadership development initiatives.Support team members career growth by identifying skill gaps and creating tailored development plans.Work closely with Training & Quality to enhance learning opportunities and improve performance outcomesCollaboration & CommunicationPartner with the wider Marketing, Training, and QA teams to implement new initiatives and ensure operational alignment.Provide consistent feedback to senior leadership and global teams on system or process improvements.Deliver end-of-shift and weekly operation performance reports to your direct manager, align with providing Quality reports to the QA LeadStaff Recruitment & RetentionParticipatein group interviews and onboarding processes to ensure new hires meet role expectations.Drive high retention by fostering a supportive, motivating, and engaging team culture.Manage offboarding processes effectively and share insights for improvement.Motivation & CultureFoster a positive and high-performing environment that embodies the HelloFresh DNA values.Recognise and celebrate achievements while addressing challenges proactively.Act as an escalation point for customer or agent issues, providing guidance and resolution.Compliance & SystemsEnsure all HR processes (including PIPs) are followed in coordination with HR. Oversee phone system functionality and real-time wallboards, escalating IT issues as needed.Maintain a safe, compliant workplace and uphold OHS standards.Key Performance Indicators (KPIs)Achieve sales conversion rate targets.Productivity: Maintain >25 calls per hour and 80%+ rostered hours on queue.Meet Sales per Hour (SPH) targets specific to the market.Attain Quality Assurance targets.Drive team engagement, retention, and attendance.Self-Professional Development:
Demonstrate continuous learning, leadership growth, and active participation in training programs.
Skills & AttributesProven leadership and people management ability.Strong knowledge of contact centre systems, metrics, and processes.Coaching, training, and performance management expertise.Exceptional customer service mindset.Advanced computer skills (Excel proficiency essential).Confident, articulate communicator with a positive, solutions-focused attitude.Ability to drive continuous improvement and adapt to changeLeads by example in professionalism, productivity, and integrity.
