General Manager

Our Client in the Telecommunications sector is looking to employ a General Manager-Sales to lead the sales operations within the business.

Job Responsibilities:
**Sales**
- Achieve business and team sales targets
- Monitor performance of the team on an hourly, daily, weekly and monthly basis (Sales, Sales Quality and Productivity).
- Motivate and coach Key Account Managers and the Call Centre to sustain targets.
- Manage overall productivity of the team.
- Minimize sales cancellations.
- Ensure there is ongoing operational effectiveness and efficiency in the team and in the contact centre as a whole.
- Reporting at EXCO level
- Meet and exceed the agreed service levels

**Performance Management**
- Foster a high-performance sales culture within the Business.
- Identify and manage team and individual performance to ensure consistent performance outputs that meet or exceed the defined targets as reflected in the Consultants’ Individual Performance Contract.
- Identify and report on any significant performances issues and implement a plan to resolve to maintain the team/contact centre efficiency.
- Performance-manage Consultants, initially offering coaching, mentoring and development, thereafter work performance counselling, as needed.
- Develop and build relationships with the Consultants, Managers and other Team Leader(s) in a manner that is conducive to a high performance sales culture.
- Ensure that the team has the operational infrastructure (e.g. technical equipment, software, stationery, furniture) and human resources required to operate efficiently.
- Prepare the call centre team for an ever-changing environment within the contact centre and ensure complacency and a sense of entitlement does not set in.
- Manage resource capacity and recruit team members as required to address campaign demands.
- Schedule work rosters and shift allocations and be available during shifts to supervise these.
- Draw performance data (sales, sales quality, productivity, etc.), capture into commission sheets for calculation of monthly commissions, and submit to payroll on a timely basis.
- Hold daily/weekly/monthly meetings with individuals to discuss performance and document these sessions.
- Achieve growth and achieve sales targets by successfully managing the sales team.
- Own recruiting, objectives setting, coaching and performance monitoring of sales representatives.
- Build and promote strong, long-lasting customer relationships by partnering with them and understanding their needs.
- Present sales, revenue and expenses reports and realistic forecasts to the management team.

**Customer Service Management**
- Liaise with the Director to ensure that deliverables are being met according to the SLAs and to ensure that communication is maximized.
- Conduct problem solving, retrieval of calls, dispute-handling and provide feedback.
- Design and implement a strategic business plan that expands company’s customer base and ensures its strong presence.

**Process Management**
- Develop a staff roster and schedule for structured breaks, lunches and late shifts
- Extract hourly, daily and monthly reports for internal operational measurements, such as individual call statistics, log on/off times and active times.
- Conduct trend and exception analyses of hourly, daily, weekly and monthly performance data.

**Knowledge & Experience: Technical**
- Technical systems and terminology of contact centres
- Knowledge of Vodacom systems C3D, M2 and VPP

**Other**
- Working knowledge of MS Windows, MS Office, and other Windows
- Fluency in English and Afrikaans
- In-depth sales knowledge
- Client services knowledge
- Proven track record of consistent sales target delivery in a contact centre environment
- Sound knowledge of people management
- Thorough understanding and experience in Industrial Relations practices including performance counseling, discipline management and conducting hearings
- Thorough knowledge and experience in coaching
- Sound understanding of contact centre structures

**Skills**:

- Selling
- Listening and good communication
- Persuasion
- Rapport-building
- Problem-solving and analysis
- Customer focus
- Coaching and motivation
- Leadership
- Resource planning
- Time management
- Reporting skills
- Presentation skills

**Personal Attributes**:

- Team player and positive attitude
- Disciplined in following defined protocol
- Respect for others and for authority
- Adaptable: fast learner and shows positive response to change
- Customer-focused: needs to understand and respond effectively to customer needs and offer polite and efficient service at all times.
- Results-oriented: needs to know what is required and take appropriate action
- Empathy: recognises Agents’ varying demographic backgrounds and respects their needs
- Enthusiastic, persistent and possessing integrity
- Resilient: must be able to work under constant and pressure.
- Target-driven: comfortable working under a tightly measured and target-drive