Call Centre Manager

3 weeks ago


Randburg, South Africa Blue Label Telecoms Full time

**Responsibilities**
- To lead, manage and ensure the effective and efficient operation of the Outbound Sales Call Centre
- Implement divisional strategy, policies and procedures to achieve set goals (revenue targets), quality, compliance, people development and performance management through innovative solutions
- Meet and exceed stipulated financial targets as they pertain to the campaign under the management
- Meet and exceed primary sales key performance metrics across a balanced scorecard encompassing people, process, financial and stakeholder metrics
- Management of joint business objectives in tandem with Quality, Compliance, HR, Information Technology and Client stakeholders across agreed, defined service levels
- Optimize divisional operational productivity outputs as per agreed campaign performance remediation plans
- Meet operational expenditure relative to agreed budgets
- Tactical accountability for the daily management of the Outbound Sales call centre through the effective use of resources
- Capability to oversee and manage the Call Centre, resource recruitment and performance management
- Ensure systems and strategies are implemented to support the Sales targets and required standards.

**Behavioural Competencies**
- Analytical
- Business Acumen [ability to make sound decisions]
- Strategic Thinker
- Leadership in line with the company’s values
- Self-Starter
- Influencer
- Strong leadership capability in the context of managing a large, diverse team
- Problem solver
- Results/action orientated
- Emotional intelligence
- Interpersonal skills
- Demonstrate high ethical values
- Ability and agility to absorb work-related deadlines
- Decision making
- Takes calculated risks on the basis of adequate information and analysis
- Identify talent and develop successors

**Technical Competencies**
- Good tactical insights into Campaign & Dialer management frameworks to facilitate operational execution
- Ability to champion challenge sales operational processes
- Good understanding of productivity and capacity management outcomes to support an outbound sales environment
- Excellent verbal and written communication skills
- Stakeholder engagement (internal and external)
- Project management/project implementation
- Microsoft office, especially Excel
- A good working knowledge of and comprehension of compliance standards in terms of:

- National Credit Act
- POPIA
- FICA/FAIS
- TCF
- BCEA
- Consumer Protection Act
- Internal Code of Conduct

**Education**
- Grade 12
- Bachelor’s Degree or equivalent in Business or a related field advantageous
- Proficient in Microsoft package
- Proficient in English
- Advanced Excel

**Experience**
- Minimum 5 - 10 years of experience in a Sales environment
- Minimum 3 - 5 years experience in a Leadership role
- Good commercial understanding/awareness of best practices of outbound sales
- International Call Centre management (added advantage)


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