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Outbound Call Centre Sales Supervisor
2 weeks ago
The Sales Supervisor is responsible for managing the outbound Telesales teams operations and performance including HR/IR principles which requires a strong and knowledgeable leader to contribute the company's overall success.
Duties will include but not be limited to:
- Performance manages the Direct sales team
- Recruiting and interviewing potential new hires
- Able to motivate and staff and implement incentives
- Formulation of targets for individuals as well as the team
- Hire and onboard new employees
- Provide guidance and feedback to staff and management
- Anticipate escalation and take over calls when needed
- Measure performance with key metrics such as call abandonment, calls waiting, etc.
- Ensure adherence to policies for attendance, establish procedures, etc.
- Keep management informed of problems and issues
- Prepare monthly and annual result reports for management
- Manage the workflow
- Help resolve employee issues and disputes
- Quality assurance and quality checks
- Handle complaints and provide support for clients
- Monitoring the teams success an ongoing basis
Requirements:
- One year or more supervisory experience
- One year or more Direct Sales experience
- One year or more working experience in ICT Proven track record of call centre management in the telecoms or insurance industry (Vodacom experience will be an advantage)
- Matric minimum requirement
- Tertiary education an advantage
- ICT course an advantage
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