Call Centre Manager

2 weeks ago

Cape Town, South Africa Salt Full time

**Key Responsibilities**:

- Lead and support Sales Agents and Team Leaders, setting clear performance objectives and ensuring sales targets are met.
- Collaborate with HR on disciplinary matters and implement performance management interventions.
- Foster a positive and productive team environment, emphasising motivation, teamwork, and transparent communication.
- Develop and implement a workforce plan to allocate resources effectively, including staffing, scheduling, and real-time adjustments.
- Monitor call volumes, analyse patterns, and optimise productivity levels to meet sales objectives.
- Utilise workforce management tools for demand forecasting, staff scheduling, and intraday performance management.
- Collaborate with the management team to develop and implement sales strategies aligned with company goals.
- Analyse market trends, customer feedback, and competitor activities to identify improvement opportunities.
- Set sales targets, create action plans, and take personal accountability for daily sales targets.
- Design and execute training programs to enhance the sales team’s skills and product knowledge.
- Provide ongoing coaching and mentoring to foster performance improvement and career development.
- Identify and nurture talent within the team.
- Ensure adherence to industry regulations, company policies, and best practices within the Debt Review sector.
- Optimise call centre processes, implement quality assurance programs, and use customer feedback to improve effectiveness.
- Monitor and maintain high standards of service and compliance in collaboration with internal stakeholders.
- Generate reports on sales performance and agent/team productivity for senior management.
- Track critical metrics daily to drive a culture of continuous improvement.
- Ensure initiatives are tracked for evaluation, considering the entire product sales value chain.

**Qualifications and Experience**:

- Bachelor’s degree in Business Administration, Sales, or related field, or equivalent work experience.
- 3-5 years of proven experience in managing sales teams within Financial Services or Call Centre environment, with strong sales culture.
- Experience in call centre management and staffing, proficiency in CRM software, and sales tools.

**Essential Skills**:

- Motivational leadership with a passion for team growth.
- Strong sales skills, adept at understanding client needs.
- Level-headed problem solver capable of making decisions under pressure.
- Thrives in a fast-paced, target-driven environment.
- Excellent communication, negotiation, and interpersonal skills.

**What’s on Offer**:

- A purpose-driven role within a growing business.
- Competitive remuneration package.
- Opportunity to work with experienced entrepreneurs and business leaders.
- Room for personal and professional growth in a dynamic environment.

Salt is acting as an Employment Agency in relation to this vacancy.

**Job Information**:

- Job Reference: JO-2403-342128- Salary:
- Salary per: month- Job Duration:
- Job Start Date:
- Job Industries: Sales- Job Locations: Cape Town- Job Types: Permanent- Job Skills: KPI tracking, Outbound operations, Performance evaluations, Reporting and analysis, sales, Team management, Workforce planning

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