Ccm- Telesales Contact Centre Manager

5 days ago

Randburg, South Africa iSON Xperiences Full time

The Role:

- **OVERALL PURPOSE OF JOB**:
The Contact Centre Manager: Outbound Sales run the operations for a number of International Outbound Sales Contact Centreâ??s and Campaigns. You will create an effective support team and strong business partnerships with the internal Bytes People Solutions functions (including Sales, Marketing, HR, Finance and IT), and in addition manage the relationship with various customers relative to the agreed and signed off Service Level Agreements (SLAâ??s) and sales targets.

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You will have ongoing accountability for the operational delivery of all aspects of the Outbound Lead generation Contact Centreâ??s for which you are responsible as well as building and maintaining a strong working relationship with the customers, ensuring that these Contact Centres are managed in line with the agreed strategy and targets of the various businesses.

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**Role and Responsibility**
- Meeting with sales managers to discuss telesales strategies.
- Training junior telesales staff.
- Identification of Team Leaderâ??s training requirements and development
- Monthly goal setting with Team Leaderâ??s covering performance quality and development
- Track attrition and absenteeism levels for overall Call Centre, flagging any areas of concern to the Operations Manager
- Ensure the smooth running of the Call Centre through the effective briefing and ongoing communication to Team Leaderâ??s
- Writing sales scripts and customer answer sheets.
- Implementing sales strategies.
- Managing the telesales team and assisting junior staff.
- Monitoring the performance of the sales team.
- Setting weekly and monthly sales targets.
- Maintaining customer relationships.
- Handling escalated customer complaints.
- Compiling and presenting sales reports.

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Skills and Experience:

- Tenure of at least 1 year
- Currently in a CCM position for at least 1 year
- Consistently meet KPI/Targets set
- Clear Behaviour and disciplinary record
- Meets the competency requirements of the role (i.e. Communication skills)
- Matric (minimum)
- Relevant Degree/Diploma (Nice to have)
- Qualification in Call Centre Management advantageous

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