Senior Call Centre Sales Director
1 month ago
At CallForce, we are seeking a highly skilled and experienced Senior Call Centre Sales Manager to lead our sales teams and drive business growth.
Key Responsibilities:
- Lead and develop high-performing sales teams to achieve exceptional results
- Manage the Contact Centre workforce, motivating and managing supervisory teams to deliver optimal service delivery
- Ensure seamless scheduling and continuous process improvement to meet service level agreements
- Coordinate training on new services, products, or processes to enhance team performance
- Develop and implement rewards and recognition programs to boost morale and motivation
- Assist in forecasting resource requirements and ensure timely recruitment campaigns to meet business needs
- Continuously review and improve internal systems, procedures, and processes to enhance resource and operational efficiency
- Resolve customer complaints and issues in a timely and professional manner
- Brainstorm with the team to identify and address performance challenges and implement solutions to improve results
- Handle employee-related issues, monitoring attendance, punctuality, and leave
- Analyze data to determine operational trends and provide solutions to increase sales, service, and quality levels
- Set up and manage performance measures to drive business success
- Deliver regular reports to stakeholders on sales, service, and quality performance
- Manage operating budgets to ensure effective resource allocation
- Develop and maintain strong client relationships, delivering on stringent service level agreements
Requirements:
- Matric qualification
- English language proficiency
- Minimum 3-5 years of contact centre operations management experience
- Experience in BPO is highly advantageous
- Proven track record of meeting and exceeding deliverables
Key Competencies and Skills:
- Excellent communication and interpersonal skills
- Persuasiveness and negotiation skills
- Strong leadership and people management skills
- Tenacity and stress tolerance
- Effective time management and organizational skills
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