Sales Manager

2 weeks ago

Durban, South Africa Talksure Full time

**MAIN PURPOSE OF THE ROLE**

To manage the production environment with the focus on people leadership, maximising productivity and revenue generation, with the specialism in one or more of the following areas:

- Onboarding and testing of new Campaigns
- Inbound and Digital Campaigns
- BPO / International Business
- Insurance Sales
- Cross Sell / Upsell / Affinity Campaigns

**DUTIES AND RESPONSIBILITIES**

**Sales Production and Resourcing within the Operational Environment**
- Establish and communicate KPIs to all stakeholders on a monthly basis, in order to achieve business objectives;
- Manage campaign resourcing to meet production requirements and increase revenue, by working closely with Recruitment to ensure headcount is always on target;
- Work closely with L&D to formulate training plans for the respective business units, with the focus on Team Leaders and Contact Centre Agent development, to enhance work performance and production levels;
- Analyse people and data trends on an on-going basis to address pinch points within the business units, by implementing resolutions;
**Leading and Motivating a high performing team**
- Develop and implement individual and team KPIs in line with business objectives;
- Manage Team Leaders to enhance work performance with the view of achieving production KPIs, while encompassing the people element in a work environment;
- Coach and mentor direct reports;
- Plan, Direct, Supervise and Co-ordinate activities of Sales Managers;
- Direct line manager duties encompasses staff members conduct modification through the guidelines of the various internal policies and procedures to ensure appropriate discipline is maintained and corrected if required;
- Create a high performance culture through focused incentives, supported with celebration and regular communication;
**Client Relationship Management with internal and external Stakeholders**
- Build positive and productive relationships with internal and external stakeholders, e.g. Business Partners, New Business, BI, QA, etc.;
- Regular meetings and tele conferences to strengthen relationship;
- Understand client needs, products and revenue goals and translate that into operational strategy to meet their needs;
- Set KPIs in accordance with contractual & client expectations

**Communicate and manage changes to create a positive impact**
- Create a culture of continuous improvement to drive effectiveness and efficiencies;
- Build effective and long lasting relationships with internal and external stakeholders;
- Ensure clear and concise transfer of information to all stakeholders, to support smooth product implementation and subsequent product management;
- Encourage and lead an engaged team through positive people influence factors;
- Customise your communication to meet the situation and individual requirements;
- Spearhead networking initiatives for your team members to improve their overall effectiveness in the business;
**Manage all financial components with the view of Revenue Generation**
- Utilise revenue expectations to set campaign targets;
- Manage campaign budget by monitoring staff headcount, incentive spend, data usage, etc.;
- Manage budget, income, expenditure, cost, profit, etc.;
- Identify opportunities to improve revenue such as different product enhancements or bolt on opportunities;
**Analysis and Reporting**
- Recommend the nature and scope of present and future product lines by appraising current product ideas and market trends;
- Constantly review current production data, and take appropriate action;
- Utilise info and reports to drive performance, identify improvements and track trends over time;
- Use info from post sales e.g. complaints and claims to infer future sales strategy;
**QUALIFICATIONS AND EXPERIENCE REQUIRED**
- Matric
- RE and FAIS advantageous
- 3 years management experience within an outbound call centre
- Must have insurance experience within the call centre industry
- Ability to read and understand statistical information
- Ability to spot trends or patterns
- Experience of large-scale people management and skill development
- Experience in management of cross departmental relationships
- Experience of driving high performance work culture
- Knowledge of good practice in relation to QA and coaching processes
- Knowledge of call centre / sales environment and key challenges herein

**BEHAVIOURAL AND COMPETENCY REQUIRED**
- Logical
- Flexible
- Analytical
- Innovative
- Disciplined
- Fair
- Ethical
- Reliable
- Confident
- Efficient
- Team player
- Approachable
- Good written and verbal communication
- Results driven
- Leadership skills
- Good problem-solving skills
- Excellent conflict resolution skills

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