Call Centre Manager

2 weeks ago

Cape Town, Western Cape, South Africa Salt Full time

Key Responsibilities:

  • Lead and support Sales Agents and Team Leaders, setting clear performance objectives and ensuring sales targets are met.
  • Collaborate with HR on disciplinary matters and implement performance management interventions.
  • Foster a positive and productive team environment, emphasising motivation, teamwork, and transparent communication.
  • Develop and implement a workforce plan to allocate resources effectively, including staffing, scheduling, and realtime adjustments.
  • Monitor call volumes, analyse patterns, and optimise productivity levels to meet sales objectives.
  • Utilise workforce management tools for demand forecasting, staff scheduling, and intraday performance management.
  • Collaborate with the management team to develop and implement sales strategies aligned with company goals.
  • Analyse market trends, customer feedback, and competitor activities to identify improvement opportunities.
  • Set sales targets, create action plans, and take personal accountability for daily sales targets.
  • Design and execute training programs to enhance the sales team's skills and product knowledge.
  • Provide ongoing coaching and mentoring to foster performance improvement and career development.
  • Identify and nurture talent within the team.
  • Ensure adherence to industry regulations, company policies, and best practices within the Debt Review sector.
  • Optimise call centre processes, implement quality assurance programs, and use customer feedback to improve effectiveness.
  • Monitor and maintain high standards of service and compliance in collaboration with internal stakeholders.
  • Generate reports on sales performance and agent/team productivity for senior management.
  • Track critical metrics daily to drive a culture of continuous improvement.
  • Ensure initiatives are tracked for evaluation, considering the entire product sales value chain.

Qualifications and Experience:

  • Bachelor's degree in Business Administration, Sales, or related field, or equivalent work experience.
  • 35 years of proven experience in managing sales teams within Financial Services or Call Centre environment, with strong sales culture.
  • Experience in call centre management and staffing, proficiency in CRM software, and sales tools.

Essential Skills:

  • Motivational leadership with a passion for team growth.
  • Strong sales skills, adept at understanding client needs.
  • Levelheaded problem solver capable of making decisions under pressure.
  • Thrives in a fastpaced, targetdriven environment.
  • Excellent communication, negotiation, and interpersonal skills.

What's on Offer:

  • A purposedriven role within a growing business.
  • Competitive remuneration package.
  • Opportunity to work with experienced entrepreneurs and business leaders.
  • Room for personal and professional growth in a dynamic environment.
Salt is acting as an Employment Agency in relation to this vacancy.

Job Information:

  • Job Reference: JO Salary:


Salary per: month
  • Job Duration:
  • Job Start Date:


Job Industries: Sales
  • Job Locations: Cape Town
  • Job Types: Permanent
  • Job Skills: KPI tracking, Outbound operations, Performance evaluations, Reporting and analysis, sales, Team management, Workforce planning

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