Sales Manager

Job Title: Sales Centre of Excellence (COE – Centre of Excellence) Lead

Location:
South Africa

Industry:
Business Process Outsourcing (BPO) – Sales

Role Overview

The Sales Centre of Excellence (COE – Centre of Excellence) Lead is responsible for designing, standardising, and continuously improving sales practices across inbound and outbound (tele-sales) contact centre environments.

This role ensures that sales teams are enabled with the right
processes, tools, training, insights, and governance
to consistently deliver ethical, compliant, and high-performing sales outcomes across Business-to-Consumer (B2C – Business to Consumer) and Business-to-Business (B2B – Business to Business) campaigns.

Key Responsibilities

1. Sales Standardisation & Process Design

You will establish a single, best-practice sales framework across the organisation to ensure consistency, scalability, and quality.

• Design and implement
  Standard Operating Procedures (SOPs – Standard Operating Procedures)
  for inbound and outbound sales.
• Create end-to-end sales workflows covering:
• Lead and customer qualification
• Objection handling
• Follow-ups and callbacks
• Deal closure
• Define structured cadences for:
• Sales coaching sessions
• Best-practice sharing
• Daily team huddles
• Standardise sales governance metrics to ensure consistent measurement across campaigns.

2. Quality & Performance Management

You will own the quality framework that governs how sales conversations are conducted.

• Develop and manage quality governance frameworks for:
• Sales conversations
• Regulatory compliance
• Script adherence
• Design call quality scorecards and lead regular
  calibration sessions
  to ensure consistent scoring.
• Ensure adherence to:
• Brand tone and voice
• Regulatory and legal guidelines
• Ethical selling standards

3. Sales Enablement

You will equip sales teams with practical tools and content to improve conversion and customer experience.

• Design and maintain:
• Sales scripts
• Customer and buyer persona insights
• Objection handling modules
• Cross-selling and upselling playbooks
• Enable sales representatives through structured learning on:
• Product knowledge
• Offer positioning
• Objection handling techniques

4. Training & Capability Development

You will drive continuous sales capability uplift across all levels.

• Design a structured
  sales onboarding curriculum
  for new hires.
• Create progressive skill certification levels to support career growth.
• Deliver monthly refresher training aligned to performance gaps.
• Facilitate practical learning through:
• Role-plays
• Pitch drills
• Objection-handling simulations

5. Data, Insights & Analytics

You will use data to identify opportunities, diagnose issues, and predict outcomes.

• Manage sales funnel analytics including:
• Contact attempts
• Sales pitches delivered
• Conversion rates
• Conduct agent benchmarking across teams and campaigns.
• Perform root cause analysis on:
• Non-sales or failed sales calls
• Develop predictive insights for:
• Customer churn
• Next Best Action (NBA – Next Best Action) recommendations
• Propensity scoring to identify likelihood of conversion

6. Case Studies & Client Enablement

You will support client growth and new business acquisition.

• Develop detailed sales case studies for new and existing prospects.
• Create performance improvement models that demonstrate value delivered.
• Build benchmark comparisons against industry standards.

Core Capabilities & Expertise

A. Sales Process & Methodology Expertise

• Strong understanding of inside and outbound sales frameworks.
• Ability to differentiate and apply selling approaches for B2B (Business to Business) and B2C (Business to Consumer) environments.
• Expertise in analysing sales funnel leakage and conversion gaps.

B. Sales Coaching & Behaviour Modelling

• Deep knowledge of sales techniques and behavioural drivers.
• Ability to create structured feedback loops.
• Experience in sales persona-based training and coaching.

C. Performance Analytics & Business Intelligence

• Strong command of Key Performance Indicators (KPIs – Key Performance Indicators).
• Forecast accuracy and predictability.
• Trend analysis to drive proactive interventions.

D. Data-Driven Insights

• Identification of conversion predictors (such as day, time, team, or channel).
• Objection reason analysis to improve scripting and training.
• Lead quality analysis to improve targeting and yield.

E. Quality, Compliance & Risk Management

• Sales governance and regulatory compliance expertise.
• Experience handling disputes and escalations.
• Audit readiness and documentation control.

F. Workforce Optimisation

• Dialler strategy design and optimisation.
• Skill-based routing to match agents to customer needs.
• Productivity and capacity modelling.

G. Artificial Intelligence (AI – Artificial Intelligence) & Digital Enablement

• Experience with automated call scoring solutions.
• Prompt engineering to support sales representatives in real time.
• Real-time coaching overlays and digital performance aids.

Ideal Candidate Profile

• Extensive experience in BPO sales environments (inbound and outbound).
• Strong leadership and stakeholder engagement skills.
• Proven ability to scale sales performance through process, people, and technology.
• Highly analytical, structured, and data-driven.
• Passionate about ethical selling and sustainable performance.

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a nondiscriminatory environment free from intimidation, harassment or bias based upon these grounds.