Senior Call Centre Sales Director

1 month ago


Johannesburg, Gauteng, South Africa CallForce Full time
Job Title: Senior Call Centre Sales Manager

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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