Customer Service Inbound and New Sales Manager

**Overall, Purpose of the Job**: To effectively manage the Inbound Client Services Department in terms of Client Liaison, Client Communications, Client assistance, Client Retention and administration. Dealing with client complaints/queries and management of Inbound Agents and Supervisors as well as new business and Technical. Driving organic growth in the business through new sales appointments booked as well as managing projects, adding to business and sales growth or attrition prevention.

**Minimum Qualifications and Experience**:

- Tertiary qualification an advantage
- Relevant experience, and proven track record, in Contact Centre and/or training environment with specific focus on Client Service, Retention, Communication and new sales appointment bookings, not less than 3 years.
- Computer literacy (MS office suite)
- Code 08 Drivers Licence

**Main Duties**:

- Manage the Customer Service Level of Incoming calls at min 90% SL
- Manage call back times and abandonment rate
- Manage drives aimed at preventing Attrition like the 3day plus project and the FTT project.
- To analyse perception survey results and implement action plans in accordance with findings
- Ensure compliance monthly to all SOP procedures
- Compile the summary of all daily, weekly and monthly reports
- Attend meetings when required and present reporting when needed in meetings
- Ensure all internal and external reporting requirements are met (Head Office and Local) monthly
- Receive and investigate client complaints
- Ensure staff meets all QA requirements
- Ensure that all staff are trained to required standards
- Ensure that supervisors enforce strict discipline, house rules and code of conduct
- Ensure a Culture of Accountability within the Supervisor Team and their teams
- Ensure a Culture of continuous improvement within the Supervisor Team and their teams
- Ensure that Supervisors enforce Customer Excellence
- Ensure the Supervisors drives a culture of going the extra mile for all Customers Internal and external
- Do merit assessment for staff doing exceptional work, getting compliments and going above and beyond
- Ensure full staff compliment is managed
- Manage Absenteeism rate KPI and that it is maintained and achieved
- Manage vacancy rate
- Manage staff turnover rate
- Manage new business projects
- Manage 90% feedback on tech call category fields daily
- Drive to achieve the company OI
- Build a culture of communicating with Respect
- Achieve Business Save Effectiveness % FY26 target 80%
- Collaborate with business departments and management and build strong working relationships.
- Work with other leadership Nationally to always implement best practice
- Monitoring/Coaching/Assisting staff
- Continues drive on increasing business new sales
- Innovative approach to business growth daily
- Learn new systems and processes to teach CCC Supervisors and Managers
- Manage projects from start to finish
- Strong reporting, business acumen and data analysis a must
- Great HR and IR management skills

**Behavioural Competencies**:
- Ethical Practice
- Leadership & Navigation
- Business Acumen
- Relationship Management
- Consultation
- Critical Evaluation
- Expert presentation skills
- Advance Administrative skills
- Advanced communication
- Decision making
- Professionalism
- Project management
- Driven
- Change management
- Passion
- Interpersonal / Computer literate
- Numerate
- Attention to detail
- Take ownership of mistakes and improve
- Continuous improvement mindset
- Innovative
- Manage with the urgency required
- Solution driven
- Customer focused
- Good conflict management

**_Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate._