Head of Sales Operations

2 weeks ago

Umhlanga, South Africa Rewardsco (Pty) Ltd Full time

**Key Responsibilities**:

- Provide strategic leadership to the sales and customer retentions teams and ensure that all activities are aligned with Vodacom’s expectations together with Rewardsco’s objectives and goals.
- Manage and oversee the daily call-centre operations with a focus on retention and accretive value creation for all stakeholders.
- Analyse retention data to identify trends and opportunities for improvement and communicate findings to senior management. Use this data to develop targeted sales and retention strategies that maximise revenue and profitability while delivering exceptional customer service.
- Collaborate with senior management to identify new commercial opportunities and revenue streams - develop and implement plans to capitalise on them.
- Ensure that the call centre meets or exceeds customer service performance metric - including lead utilisation, conversion rates, average handle time and customer satisfaction.
- Build strong relationships with Vodacom, including managing day-to-day interactions, developing joint business plans, and ensuring that the Retentions and Sales team is constantly meeting Vodacom's expectations.
- Foster a positive and engaging work environment by promoting teamwork, collaboration, and continuous improvement.
- Collaborate with recruitment and training teams to ensure that the campaigns have the correct resources with the right skills and experience to deliver high-quality customer service.
- Ensure that new recruits are trained and become fully competent within the shortest possible timeframe while maintaining excellent quality standards.
- Manage and motivate a team of sales and customer retentions team managers ensuring that they are equipped with the skills and resources necessary to succeed.

**Specific Skills Required**
- Strong people management skills with the ability to lead, coach, and develop a team of Retentions and Sales agents
- Excellent communication and stakeholder management skills, with the ability to manage relationships with Vodacom and other key stakeholders
- Strong analytical skills with the ability to interpret data and make data-driven decisions
- Demonstrate the ability to plan and organize
- Ability to develop and nurture improved performance across campaigns linked to actionable and measurable time-based outcomes
- Ability to manage conflict using a solution-focused approach
- Strategic thinker, must grasp the broader business context
- A proven self-starter, required to make things happen
- Must be able to work effectively with internal business units

**Minimum Requirements**:

- Bachelor's or equivalent degree in Business Administration, Marketing, Sales, or related field.
- 5+ years of experience in a similar role, preferably within a BPO environment
- Proven track record of delivering successful retention and sales strategies in a customer-centric environment
- Knowledge of Vodacom products and services
- Experience working with call center technologies and software, Dialler systems and Workforce Management tools
- Knowledge of best practices in call center operations, customer service, and sales.

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