Sales Contact Centre Manager

**Main Purpose of the Job**:
The primary objective of the Sales Contact Centre Manager is to lead and manage a team of Team Managers maximizing revenue opportunities and exceeding sales targets. The role is a combination of management, selling, coaching and leadership activities, with the objective of enabling their sales team to meet the targets assigned to them.

Operationally, the Sales Contact Centre Manager is responsible for the development and implementation of all Sales Contact Centre operational strategies, ensuring performance, culture and overarching contact center controls and processes align with the business objectives.

**Job Outputs**:

- **Strategy**Aligning to the overall sales strategy and meeting strategic objectives.

Formulate and implement strategies to achieve required standards across all sales metrics: Sales, Conversion Rates, % Talk time, Lead Measurement.

Develop and sustain strategy on ensuring customer satisfaction across all customer touch points

Accountable for creating turn-around solutions to improve sales conversion, order fulfillment turnaround times and customer experience.

Provide input into the development of the tactical sales strategy as well as develop and implement a supporting operational strategy.
- **Sales targets and reporting**Ensure that sales procedures and policies as defined by leadership are implemented and followed.

Take ownership of the fulfillment process and contribute to the pre-sales process as required.

Responsible for the co-ordination of the activities of the sales teams, setting and measuring performance targets, and enforcing the execution of the call planning and opportunity qualification.

Responsible for pipeline management and accurate forecasting. Maintain healthy pipelines and ensure resources are allocated to the best opportunities.

Manage metrics, performance criteria, policies and procedures to continuously improve Sales Contact Center productivity.

Ensure accurate daily, weekly, and monthly KPI reporting and tracking as required.

Lead the design and implementation of new sales, upsell, cross sell and other Sales Contact Centre campaigns.

Monitor current campaigns' effectiveness; update and review campaign scripts and processes to increase sales and conversion rates.

Measure and manage all campaigns’ performance to achieve hourly, daily, weekly, and monthly input and output targets.

Ensure effective allocation of leads and work queues
- **Sales operations and customer experience**Complete oversight of the Sales Contact Centre operation including supervisor, managers and support roles.

Manage day-to-day processes, systems, tasks, projects, communication, and outputs of the Sales Contact Centre department (Front office and back office)

Oversee quality, production and productivity hours.

Responsible for the overall performance and productivity of Team Managers

Ensure customer service delivery to customers through adherence to quality service standards across the Sales Contact Centre operations.

Ensure that customers' queries and complaints are dealt with efficiently, promptly and courteously.

Acts as the final point of escalation and resolve internal and external sales related issues.

Focus on improving the customer's experience on every interaction through call listening, quality checking, coaching and feedback.
- **People Management**

Enable the Team Managers to achieve their objectives by providing them with support and guidance through active engagement and involvement.

Ensure that employees reporting into them are engaged and understand their career opportunities, by taking responsibility for their employee development and training.

Ensure that the teams are rewarded (commission structures and incentives) and remunerated according to their performance and competency.

Develop annual Sales Contact entre plans and manage monthly and quarterly reporting and forecasting processes to track team performance.

Coach and develop Team Managers to ensure the quality of delivery meets the appropriate standards from a service and sales perspective.

Motivate team members to excel in performance requirements and foster a culture of ownership, accountability and teamwork.

Manage teams regarding all misconduct/ performance-related matters and addresses it following the Company's policies and procedures.

Conduct weekly and monthly performance reviews with the team and formulate action plans to improve performance.

Communicate information in a timely, accurate and understood manner to the team.

**Skills & competencies**
- Sales focused and target driven
- Proven experience managing Sales Contact Centre teams
- Proven experience in identifying and delivering Sales Contact Centre initiatives
- Sound business acumen with strong revenue focus
- Strong judgment and problem-solving skills
- Strong stakeholder management and communication skills
- High level of influence and credibility
- Proven ability to deliver in a fast-paced