Call Centre Sales Manager

4 weeks ago


Johannesburg, South Africa Fidelity Services Group Full time

**Overall Purpose of the Job**: To effectively manage the Call Centre Outbound Sales, Technical, FindU and Client retention teams as well as the Inbound sales team. Achieving CCC KPI’s and Targets. Dealing with client complaints/queries and management of staff.

**Minimum Qualifications and Experience**:

- Grade 12
- Tertiary qualification or Internal leadership qualification
- Relevant experience, and proven track record, in Contact Centre with specific focus on Sales and Client Retention
- Computer literacy (MS office suite)
- Advanced excel, Word, Teams, Qlik, PowerPoint skills
- Code 08 Drivers Licence

**Main Duties**:

- Manage Reconnection and Relocation Appointment requirements
- Manage Inbound sales and all incoming lead channels
- Manage Technical service escalations and dispatching
- Manage adhoc outbound projects and outbound sales
- Manage staffing and labour related KPI’s
- Manage Client Attrition
- Ensure compliance to all SOP procedures
- Compile the summary of all daily, weekly, and monthly reports
- Attend meetings when required and present reporting when needed in meetings
- Ensure all internal and external reporting
- Manage client enquiries and complaints
- Ensure that all staff are trained to required standards
- Ensure that company code of conduct is adhered to
- Drive Customer service excellence
- Work with other leadership Nationally to implement best practice always
- Monitoring /Coaching/Assisting staff

**Behavioural Competencies**:

- Ethical Practice
- Leadership & Navigation
- Business Acumen
- Relationship Management
- Consultation
- Critical Evaluation
- Expert presentation skills
- Administrative
- Advanced communication
- Decision making
- Professionalism
- Project management
- Driven
- Change management
- Passion
- Interpersonal / Computer literate
- Numerate
- Innovative
- Strategic thinking
- Ability to implement and measure

**_Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate._


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