Sales Supervisor

6 months ago

Pretoria, South Africa CallForce Direct Full time

**Contact Centre Sales Supervisor**

**Job purpose**:
The sales supervisor will be responsible for assisting the sales manager to ensure the optimal functioning of the business, its procedures and its systems. Operationally responsible for selected sales agents, coordinates the shift-based activities of these agents to ensure an adequate output of work is maintained. Handles the more complex queries in relation to for example sales orders, support, deliveries, and escalations. Performance will be measured in accordance with performance of direct reports and role based KPI’s.

**Minimum education (essential)**:
Matric

**Minimum applicable experience (years)**:
5+ years in Contact Centre's
3+ years in Contact Centre Management / Supervision

**Required nature of experience**:

- Team management / supervision
- Enforcing OP’s and Company Policies
- B2C / DTC sales
- E-commerce platforms
- Technical support
- Sales and reporting
- Working within a digital environment
- Working across different time zones with different countries

**Skills and Knowledge (essential)**:

- CRM system experience (i.e. Salesforce)
- E-commerce platforms (Big commerce, Shopify)
- Conversion rates and sales funnels
- Conflict management
- Monitoring and measuring of performance metrics
- Google Suite
- Performance and probation management

**Other**:

- Working hours from EST time: 9am - 8pm
- Working shifts, four shifts a week
- Monday to Sundays

**Job description**:
**Planning & Reporting 15%**
- Liaise with manager to understand and articulate strategic direction for the team itself, as well as for the team’s product and system output.
- Steer the direction of the team by communicating the strategy into a workable and efficient plan, presenting assumptions and recommending objectives as required.
- Interpret sales reports and other relevant data, and advise on (and implement) midcourse corrections and/ or improvements.

**Team Supervision 20%**
- Responsible for the supervision of Relationship Managers.
- Ensure active management of team’s KPI's with frequent and proactive feedback.
- Ensure there is appropriate and continuous team training.
- Active monitoring and reporting of performance of team members with scheduled, regular check-ins, performance appraisals (in conjunction with the Hearing Hub Manager) and required documentation.

**Sales 20%**
- Ensure team meets sales targets and KPI’s.
- Monitor lead assignment and ensure wrap-up tasks (for example capturing the call outcome and notes) are completed accurately and thoroughly according to procedure.
- Ensure agents action inbound sales calls according to procedure.
- Drive the upsell of additional products to existing or (and prospective) customers.
- Maintain a high sales conversion rate.

**Customer Support 10%**
- Managing escalations from the agents to solve problems for end users, and escalate to manager when necessary.
- Manage customer cases and complaints in the CRM.
- Handle escalated queries with discretion and efficiency.
- Ensure agents maintain a high first contact resolution rate, without compromising customer care.

**Customer Experience 15%**
- Ensure customers have a positive view of hearX and Lexie/Go and the customer support team and processes.
- Solve problems as effectively and efficiently as possible by reducing the time spent with each query; and encourage same behaviour within the team.
- Conduct business in a professional manner when communicating and interacting with customers to ensure customer satisfaction; and encourage same behaviour within the team.
- Maintain a high ‘customer effort score’ and ‘customer satisfaction rating’ in the Hearing Hub, across the board..

**Continuous Improvement 10%**
- Provide continuous input on improvement of the hearing hub procedures and processes.
- Provide continuous input on improving the customer experience and service.
- Ensure key metrics stay relevant are continuously improved.

**Quality & Compliance 10%**
- Ensure communication is ethical and in line with Company Policy and provided training.
- Monitor and enforce correct use of internal systems.
- Maintain customer records in accordance with procedures and HIPAA.
- Perform QA assessments on agents.
- Ensure agents maintain high QA scores, other KPI scores and customer satisfaction rate.

  • Promotions Supervisor

    1 month ago

    Pretoria, South Africa Capital Recruit Full time

    The Promotions Supervisor is broadly responsible for achieving set sales targets applicable to an assigned area. This includes the management and execution of the overall business development, operational, customer service and client retention strategies, supervising the routine performance of their Promoters (agents). Travel is a requirement of the...

  • Promotions Supervisor

    5 months ago

    Pretoria, South Africa HireUp Full time

    The Promotions Supervisor is broadly responsible for achieving set sales targets applicable to an assigned area. This includes the management and execution of the overall business development, operational, customer service and client retention strategies, supervising the routine performance of their Promoters (agents). Travel is a requirement of the...

  • Activations Supervisor

    5 months ago

    Pretoria, South Africa HireUp Full time

    The Activations Supervisor is broadly responsible for achieving set sales targets applicable to an assigned area. This includes the management and execution of the overall business development, operational, customer service and client retention strategies, supervising the routine performance of their Promoters (agents). Travel is a requirement of the...

  • Activations Supervisor

    1 month ago

    Pretoria, South Africa Capital Recruit Full time

    The Activations Supervisor is broadly responsible for achieving set sales targets applicable to an assigned area. This includes the management and execution of the overall business development, operational, customer service and client retention strategies, supervising the routine performance of their Promoters (agents). Travel is a requirement of the...

  • Sales Supervisor

    6 months ago

    Pretoria, South Africa hearX Full time

    **Are you a night owl?** **Then our Supervisor role is for you to lead our night shift with expertise and compassion. (16:00 - 03:00 SAST)** **Work location: 180 Garsfontein Road, Ashlea Gardens, Pretoria** **Working hours**: - Working hours Eastern Standard Time: 9am - 8pm _(16:00 - 03:00)_ - Working shifts, four shifts a week - Monday to Sunday - These...

  • Area Supervisor

    7 months ago

    Pretoria, South Africa Specialist Confectionery Full time

    The purpose of this role is to ensure the ongoing customer excellence and profitability of our confectionery retail branches. Managing risks, identifying opportunities as well as instilling customer centricity through regular, meaningful visits and interactions is a key part of the area supervisor role. It is also important to ensure compliance in terms of...

  • Sales Supervisor

    7 months ago

    Pretoria, South Africa CallForce Full time

    Job purpose:The sales supervisor will be responsible for assisting the sales manager to ensure the optimal functioning of the business, its procedures and its systems. Operationally responsible for selected sales agents, coordinates the shift-based activities of these agents to ensure an adequate output of work is maintained. Handles the more complex queries...

  • Branch Supervisor

    3 days ago

    Pretoria, Gauteng, South Africa Quality Connect Staffing Full time

    Job Description:The Branch Supervisor is responsible for overseeing the day-to-day operations of the Safari Outdoor store. This includes managing the store's inventory levels, supervising staff, and providing excellent customer service.Main Responsibilities:Lead and motivate a team of sales assistants to achieve sales targets and provide exceptional customer...

  • Retail Store Supervisor Lead Opportunity in Vereeniging

    2 weeks ago

    Pretoria, Gauteng, South Africa JAM Clothing SA Full time

    Job Title: Retail Store Supervisor Lead Opportunity in VereenigingWe are seeking a skilled and experienced Retail Store Supervisor to join our team in Vereeniging.Company Overview:JAM Clothing SA is a dynamic and innovative company that values passion, creativity, and excellence. We strive to exceed expectations and deliver world-class results in everything...

  • Kiosk Supervisor

    3 weeks ago

    Pretoria, South Africa abc Full time

    Title: Kiosk SupervisorDepartment: Retail Manager: Regional Manager Location: Coastal/ InlandMain purpose of the role: To offer superior customer service, emphasizing on selling products and the ‘Customer Journey’. Ensure store targets are met and all point of sale (POS) procedures are followed in line with standard operating...

  • Hfc Menlyn Sales Supervisor

    2 months ago

    Pretoria, South Africa Pepkor Lifestyle Full time

    Why Choose Pepkor Lifestyle: Build a Thriving Career at the Forefront of Retail Ready to lead a dynamic team and make a lasting impact? Join Pepkor Lifestyle as a Sales Supervisor within the HiFi Corp brand and step into a rewarding career that empowers you to drive results, unlock your potential, and make a difference. **Here's what sets Pepkor Lifestyle...

  • Gig Rig Supervisor

    6 months ago

    Pretoria, South Africa RCL FOODS Careers Full time

    **RCL FOODS** is currently recruiting for a **Gig Rig Supervisor **to join our BBR Division based in **Pretoria West**. documentation is maintained. **Duties & Responsibilities**: 1. Ensure that reporting procedures are adhered to and that documentation is maintained Record daily giveaways allocated Record giveaway recipients at each activation Record and...

  • Sales Manager

    6 months ago

    Pretoria, South Africa KM CONSULTING Full time

    SALES MANAGER, R22500 - R25000, CENTURION Major company in the property renting industry, specifically - commercial & retail shops requires: Ability To drive Revenue growth by effectively managing all aspects of the sales process, Develop and Implement Sales Strategies. Experience: a Solid foundation and track record in Sales with experience as...

  • Call Centre Supervisor

    1 month ago

    Pretoria, South Africa Advius (Pty) Ltd Full time

    Hello #Jobseekers!Our client seeks to employ a Call Centre Supervisor with a proven track record in debt recovery and target-driven sales. In this role, you will lead, train, and motivate a team of agents to meet and exceed their goals while driving sales performance.  If you have strong leadership skills, a passion for motivating teams, and the...

  • Sales Supervisor

    2 weeks ago

    Pretoria, South Africa hearX Full time

    **Working hours**: - Working hours Eastern Standard Time: 9am - 8pm _(16:00 - 03:00)_- Working shifts, four shifts a week - Monday to Sunday - These working hours will change with daylight savings (in our summer months) to match the hours of 9am - 8pm Eastern Standard Time **Job purpose**: Responsible for assisting the Hearing Hub Manager to ensure the...

  • Sales Conversion Specialist

    2 months ago

    Pretoria, Gauteng, South Africa Carrol Boyes Full time

    **Key Responsibilities:**As a Sales Conversion Specialist at Carrol Boyes, you will be responsible for:Encouraging customers into the store and converting browsers into customersMeeting targets and driving sales volumes through effective upselling strategiesEnsuring merchandise is visually appealing and well-stockedReconciling banking and till sales...

  • Group Aftersales Compliance Supervisor

    6 months ago

    Pretoria, South Africa Vocation Staffing Solutions Pty Ltd Full time

    Group Aftersales Compliance Supervisor Contract role - Available immediately Centurion - Pretoria Our client in the automotive industry requires qualified & experienced After Sales Compliance Service Supervisor. To implement, entrench and sustain Legal, System and Group binding obligations in order to ensure long term overall compliance across Group After...

  • Administrator Sales

    6 months ago

    Pretoria, South Africa New Beginnings Recruitment Full time

    **Responsibilities** - Provide support to the Sales Team - Compliance and Audit - Record keeping - Update appointments and terminations on the FSCA register within the required time frame. - Conduct monthly checks and maintain Rep Register, and Competence Register and compare records on the FSCA and MSA. - Comply with the Marketing Sales Administration...

  • Call Centre Support Supervisor

    6 months ago

    Pretoria, South Africa Zeal HR Full time

    **Call Centre Support Supervisor** **INTRODUCTION**: An exciting opportunity has become available within the medical technology and devices industry, for a Support Supervisor in the international Call centre. Our client is an impact-driven digital health company passionate about affordable access to healthy hearing for everyone, everywhere. This is an...

  • Sales Supervisor(In Office)

    7 months ago

    Pretoria, South Africa Insphired Recruitment Solutions Full time

    **Job purpose**: - Responsible for assisting the Hearing Hub Manager to ensure the optimal functioning of the Hearing Hub, its procedures and its systems. Operationally responsible for selected sales agents, coordinates the shift-based activities of these agents to ensure an adequate output of work is maintained. Handles the more complex queries in relation...