Sales Call Centre Team Manager
2 weeks ago
Our client is looking for a Sales Call Centre Team Manager to join their team.
- Conduct regular performance reviews in line with department and Company policies and procedures
- Identify and manage behavior in line with prescribed legislation and Company policies and procedures
- Customer service
- Attend to all escalated matters from agents and/or customers to ensure customer satisfaction is maintained
- Promote excellent customer service orientation within team of agents and across the wider business
- Improve customer experience and service delivery statistics
- Motivation
- Initiate and participate in motivational team and departmental activities
- Ensure all motivational activities are planned and implemented in line with the motivational plan to ensure buy-in from agents
- Complete motivational tasks within the required timeframes
- Quality control
- Monitor calls and provide relevant feedback for improvement
- Conduct regular coaching in order to improve quality of service delivery
- Take appropriate action when quality standards are not met or upheld
- Administration and reporting
- Capture required data in order to ensure all systems are up to date and accurate
Key Skills
- Excellent telephonic etiquette
- Advanced computer literacy skills
- Customer service experience
- Sales Coaching and Mentoring
- Leading with Influence
- Change management
- Excellent Numerical and Verbal reasoning
- Job Role: Sales Call Centre Team Manager
- Industry: Sales / Marketing / PR / Advertising
- Salary: Negotiable
**Required Skills**:
4 Years of Experience
**Qualifications**:
Qualifications:
- Fluent in English and Afrikaans
- Matric/ Grade 12 certificate
**Experience**:
- Working knowledge of sales back end processes a must
- Database and capturing experience preferred
- Customer service experience
- Knowledge of MS Office
- Must have experience with Excel (reporting) and PowerPoint (presentation)
- Minimum 5 -years administration in a call centre environment and/or call centre experience essential.
**Job Types**: Full-time, Permanent
**Experience**:
- administration in a call center: 5 years (required)
License/Certification:
- Knowledge of sales back end processes a must (required)
- Excel (reporting) and PowerPoint (presentation) (required)
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