Sales Call Centre Team Manager

3 weeks ago

Century City, South Africa MWeb Full time

**Main Purpose of the Job**:
The primary objective of the role is to take responsibility for managing a team of sales specialists in order to assist in the achievement of sales targets through the allocation of targets resulting in outstanding sales performance. The role is a combination of management, selling, coaching and leadership activities, with the objective of enabling their sales team to meet the sales targets assigned to them.

Operationally, the Sales Call Centre Manager is responsible for the development and implementation of all operational strategies and ensures that performance, culture and overarching contact centre controls and processes are aligned with business objectives.

**Job Output**:

- People Management
- Coaching the team to ensure the quality of delivery meets the appropriate company standards
- Manage and asses the team to ensure all performance standards are met, including:

- Customer satisfaction
- Sales
- Productivity
- Ensure that all HR policies and procedures are observed
- Actively manage the team’s overtime, attendance, timekeeping, holidays, sick days, and any other absence
- Ensure the team is organised effectively to maximize productivity
- Communication and Feedback
- Give regular feedback to agents with regard to action plans that have been set
- Ensure all relevant business communications are communicated to the team
- Communicates information in a timely, accurate and understood manner to all team members
- Reporting and Administration
- Track and accurately update the agents’ performance
- Compile and communicate reports as required by the business for relevant updates
- Track and report on root cause of customer dissatisfaction and provide recommendations
- Customer Satisfaction
- Drive team performance on systems and all metrics per the department’s requirements

**Skills and Competencies**:

- Customer service & Sales orientated
- Strong written and verbal communication skills
- Ability to work independently and in a team
- Analytical thinking
- Great planning and prioritization skills
- Ability to thrive in high-pressure, fast paced and deadline driven environment
- Innovative and proactive
- Sales Methodologies
- People Management
- Performance Management
- Be fully knowledgeable of company operations, products and services to ensure the team is providing the customer with the best possible solutions and advice

**Qualifications & Experience**:

- Grade 12 and/or relevant qualifications
- 70% of Target for the last 3 month’s
- Should not be on PIP.
- No IR in the last 3 month’s
- ISP experience
- A thorough understanding of NPS and its implementation
- Excellent verbal and written communication skills (English)
- 2+ years of Junior People Management or Team lead experience within a call centre environment
- Team management experience (i.e. IR, leave, shifts, team management, etc.)
- Coaching experience
- Thorough knowledge of call centre operations and technology
- Reporting

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