Level 2 Call Centre Sales Supervisor

2 months ago

Midrand, South Africa Fidelity Services Group Full time

Proposed Job Title:
Level 2 Call Centre Sales Supervisor -Outbound Reconnections

Grade:
Reporting to:
CCC Outbound Sales and Client Retentions Manager

**Job Summary Information**

Function:
Ensure every moving client of FADT is assisted according to the required process. Achieve the required appointment numbers for Reconnections and Relocations.

Sub-Function:
Support business partners in improving their reconnection rate.

Job Purpose:
Drive Reconnection and Relocation appointments to improve the business reconnection rate. Maintain a healthy customer base in line with Reconnection and Relocation targets. Ensure the moving process, sops and practices are followed and adhered to. Ensure all existing clients receive exceptional service at all times. Drive the team to achieve these results.

**Job Level Summary Information**

Impact:
Playing a vital role in assisting to improve Business Recon Rate and Attrition.

Min Requirement:
Grade 12

Customer Service experience is essential.

Admin skills

Understanding of Call Centre policies and practices.

Sales experience.

Proven experience in driving results and exceeding targets.

Managing a team or Supervisory experience will be advantageous.

Computer Literate (MS Office, advanced Excel, PowerPoint)

Listener experience advantageous

Other required Attributes:
Integrity and trust

Action orientated

Business Acumen

Attention to detail

Time Management

Drive for results

Strong Interpersonal skills and managerial skills and able to handle conflict professionally

Knowledge of a broader spectrum of cold calling and selling.

Able to work under pressure, Target driven, Self-motivated and Innovative

Accurate updating of reports

Outstanding communication and negotiation abilities as well as Proficient in English

Attention to detail and High energy levels

Knowledge of performance evaluation procedure

Ability to multi-task and Skilled in handling Objections telephonically

People and productivity Management:
Manage a dedicated team of Outbound Sales Agents

Keep track of attendance, daily, weekly and monthly statistics. Paid time off, sick days and annual leave taken.

Motivate and encourage agents trough possitive communication and feedback.

Hire and on-board new agents

Conduct regular performance reviews and arrange training for under performers

Ensure a safe and harmonius working environment

Monitor sales appointments hourly.

Monitor Sales queues and track as well as manage turnaround time

Ensure all escalation processes are followed according to agreed procedure for client service

Ensure all escalation processes are followed according to agreed procedure for QA and Openscape

Doing hourly, daily, weekly and monthly reporting

Manage by walking around. Be visible to answer questions and to ensure ownership of escalations queries, resolutions and follow-up

Investigate ways to upskill Agents in dialy management and call planning

Coach and train the sales agents.. Assist the business with Campaigns, Pilot (Stop and Knock buddy system) and Projects as and when required

Assist with level 1 Service level when needed

Ensure staff administartion is completed daily and is up to date in line with SOP’s

Customer service management is needed with customer complaints, queries or reception visits as well for internal and external cusomers

Assist with stats analysis and investigations on business request

Ensure GM target for Moving to App, Like for Like Reconnection and relocations numbers are achieved.

Ensure the team does honest and ethical appointment booking inline with company rules. At all times.

People/Function Management:
Reporting to - CCC Sales Manager

**Essential Job Responsibilities**

Major Responsibilities
- Handling of inbound and outbound queries escalated to your level.
- Ensure correct and effective booking Relocation and Reconnection appointments.
- Ensure correct cancelling of moving profiles for your area.
- Ensure great customer service is delivered in your team at all times.
- **_Achieve ALL targets examples but not limited to QA, Like for Like, strike rates, GM and KPI’s. _**
- Assisting in the planning/implementation of new processes/projects/campaigns.
- Complete Adhoc paperwork/reporting/tasks/functions/requests as required.
- Work closely within a team to identify/solve queries and staff wellbeing.
- Ensure Team is logged in as per CCC workforce requirements on Openscape
- Ensure SOP Compliance and Adherence
- Devise ways to optimize processes and keep agents motivated
- Prepare monthly / annual results and performance schedules
- Attend promotions/Training as required on an Adhoc basis off site.
- Ensure Reporting is completed accurately hourly/daily/weekly/monthly as required.
- Client billing to be captured correctly activated and maintained.
- Adhere to all other CCC policies and procedures
- Ensure Appointments adherence, sales rules and channel discipline is followed in line with company requirements.
- Manage the te

  • Level 2: Call Centre Sales Supervisor =sales

    7 months ago

    Midrand, South Africa Fidelity Services Group Full time

    **Job Description: Level 2: Call Centre Sales Supervisor =Sales Outbound and Reconnection** **JOB TITLE**: Level 2 Call Centre Sales Supervisor (Customer Relations Coordinator Contact Centre) Reconnections **MAIN PURPOSE OF JOB**: - Ensure every moving client of FADT is assisted according to the required process. Achieve the required appointment numbers...

  • Call Centre Agent

    3 months ago

    Midrand, South Africa Premier Full time

    **Main Purpose** The Call Centre Agent will plays a vital role in receiving inbound calls and respond to customer complaints. To contact current and potential customers from the formal or informal trade by telephone to solicit sales orders. Attend to customer queries and complaints. **Key Responsibilities** - **Communication & stakeholders**...

  • Customer Care Associate

    6 months ago

    Midrand, South Africa DataTech Recruitment Full time

    **Responsibilities**: - Provide initial hardware support - Effectively resolve customer complaints - Log and close calls in the call desk system - Maintain real-time call updates in the system - Identify issues and escalate them to supervisors - Offer product and service information to customers - Manage a high volume of inbound and outbound calls...

  • Technical Dispatch Agent Level 2

    6 months ago

    Midrand, South Africa Fidelity Services Group Full time

    **JOB DESCRIPTION - TECHNICAL DISPATCH AGENT LEVEL 2** DEPARTMENT: CCC Customer Contact Centre REPORTS TO: Technical Supervisor BASED IN: Midrand JHB QUALIFICATION & EXPERIENCE: - Grade 12 - Customer Service oriented and experience - Coordinating Schedules & Appointments - Call Centre experience beneficial - Continuous Improvement experience...

  • Contact Centre Supervisor

    6 months ago

    Midrand, South Africa Fidelity Services Group Full time

    **MAIN PURPOSE OF JOB**: Manage the day to day planning, operation and problem-solving of a team of agents in order to meet with the required service level components, standards and Call Centre targets. **QUALIFICATION & EXPERIENCE**: - Matric or relevant qualification - Customer Service experience in a Call Centre environment - Experience in people...

  • Call Centre Manager

    6 months ago

    Midrand, South Africa Bridgena Barnard Personnel Group Full time

    Gauteng, Midrand - R 450 000 - R 640 000 Annually Cost To Company (Market related, Negotiable) Gauteng Hybrid Manager needed for a Call Centre in Fin / Insurance administration and correspondence Gauteng Hybrid Manager needed for a Call Centre in Fin / Insurance administration and correspondence Matric or equivalent 6 -8 years' experience in the...

  • Outbound Customer Service Retention Agent Level 2

    7 months ago

    Midrand, South Africa Fidelity Services Group Full time

    **Customer Contact Centre) Fidelity ADT - Outbound Customer Service Retention Agent Level 2** Reporting to: Customer Service Retention Supervisor Overall Purpose of the Job: Support and provide superior service to internal and external customers cancel. **Minimum Qualifications and Experience**: - Matric - A minimum of 2 years customer service...

  • Contact Centre Sales Agent

    7 months ago

    Midrand, South Africa Fidelity Services Group Full time

    **REPORTS TO**:Contact Centre Sales Manager **BASED IN**:Inland Region (Midrand) **QUALIFICATION & EXPERIENCE**: - Grade 12 or equivalent - Knowledge of customer service principles and practices - Telephonic Sales Support - Knowledge of administrative procedures - Knowledge of security industry beneficial - Fully bilingual **JOB REQUIREMENTS & OTHER...

  • Call Centre Team Leader

    6 months ago

    Midrand, South Africa Shared Mobility Africa Full time

    **About Shared Mobility Africa**: Mobify Tracker, a dynamic division of Shared Mobility Africa, is currently seeking passionate and results-driven Call Centre Team Leader to join our rapidly growing team. If you are enthusiastic about managing and leading a team of customer service representatives to ensure exceptional customer service experience, we want to...

  • Call Centre Operators X2

    3 months ago

    Midrand, South Africa IIE Varsity College , IIE Vega and IIE MSA Full time

    **Direct Reporting Line** Head: Student Recruitment **Varsity College** is an educational brand of The Independent Institute of Education (The IIE). The IIE enjoys the reputation of being at the forefront of private higher education in South Africa and is registered with the Department of Higher Education and Training (DHET) to provide higher education...

  • Call Centre Agent

    6 months ago

    Midrand, South Africa Shared Mobility Africa Full time

    **About Shared Mobility Africa**: Shared Mobility Africa is a leading player in the shared mobility industry, committed to transforming the way people move around urban environments. We provide innovative and sustainable transportation solutions. Join our dynamic team and be part of shaping the future of transportation in Africa. We are currently seeking a...

  • Call Centre Agent

    6 months ago

    Midrand, South Africa Shared Mobility Africa Full time

    **About Shared Mobility Africa**: Shared Mobility Africa is a leading player in the shared mobility industry, committed to transforming the way people move around urban environments. We provide innovative and sustainable transportation solutions. Join our dynamic team and be part of shaping the future of transportation in Africa. We are currently seeking a...

  • Level 1 Customer Service/retention Agent

    6 months ago

    Midrand, South Africa Fidelity Services Group Full time

    **MAIN PURPOSE OF JOB**: To provide superior service to internal and external customers via all contact channels and all media. Ensure the Service Level KPI’s is achieved at all times. **QUALIFICATION & EXPERIENCE**: - Matric or relevant qualification - Customer Service experience in a Call Centre environment would be advantageous - Computer literacy...

  • Call Centre Operator

    6 months ago

    Midrand, South Africa Fidelity Services Group Full time

    **Requirements**: **1.1)** Matric certificate or equivalent qualification. **1.2)** Basic Life Support (BLS) qualification or First Aid Level 3 would be advantageous **1.3)** Experience in: Fire **or** Medical **or** combined service in an operations call centre. **1.4) **Fully computer literate (Outlook, Excel, Word, What’s App) and has the ability to...

  • Control Centre Supervisor

    7 months ago

    Midrand, South Africa Fidelity Services Group Full time

    **Requirements**: **1.1)** Matric certificate or equivalent qualification. **1.2)** Basic Life Support (BLS) qualification or First Aid Level 3 would be advantageous **1.3)** Experience in: Fire **or** Medical **or** combined service in an operations call centre. **1.4) **Fully computer literate (Outlook, Excel, Word, What’s App) and has the ability to...

  • Maintenance Call Center Manager

    8 months ago

    Midrand, South Africa Afrirent Auto Full time

    Are you a Call Center Manager with technical experience looking on joining a fastest growing group of companies? Afrirent Holdings is looking for a Call Center Manager to oversee and optimize the operations of a call center dedicated to handling maintenance-related inquiries, service requests and other issue. **Duties and Tasks** - Ensuring that calls are...

  • Call Centre Operators X3

    1 month ago

    Midrand, South Africa IIE Varsity College , IIE Vega and IIE MSA Full time

    **Direct Reporting Line** Head: Student Recruitment **Varsity College** is an educational brand of The Independent Institute of Education (The IIE). The IIE enjoys the reputation of being at the forefront of private higher education in South Africa and is registered with the Department of Higher Education and Training (DHET) to provide higher education...

  • Sales Agent

    6 months ago

    Midrand, South Africa Isilumko Staffing Full time

    If you have gained 2-3 years' of Outbound Call Centre experience, within short term insurance and have a RE 5 certificate or will be writing it soon (dependent on DOFA date). There is a role towards Kosmosdal, with a well known short term insurance client. Basic and uncapped commission. First 2 months' will consist of training. Looking for Top Performers...

  • Call Centre Team Leader

    1 day ago

    Midrand, South Africa Sanlam Full time

    **What will you do?** - Manages individuals within a team e.g. call centre agents / consultants within the communication centre. Ensures that the team reaches target by monitoring individual performance on a constant basis. Very knowledgeable on all aspects of the products, processes and systems. Mentors team and gives constant real-time support in terms of...

  • Sales Administrator

    6 months ago

    Midrand, South Africa ESM-Effective Sales and Merchandising Full time

    **Job Title**: Sales Administrator **Department**: Back office/ Call Centre **Reports to**: Call Centre Manager **Travel Percentage**: 0% Description of job purpose: Co-ordination, compilation and execution of National data and order capture. **General** - Capture orders as per Company Policy and procedure - Managing calls in a timely, professional and...