Sales Support Team Manager

1 month ago


Cape Town, South Africa Telebest Full time

 

Our client has an opportunity available for a Sales Support Team Manager based in Cape Town.

Requirements:

  • Fluent in English.
  • Matric
  • 4+ years administration in a call centre environment and call centre experience- essential.
  • Knowledge of sales back-end processes- essential.
  • Knowledge of the ISP industry and products would be advantageous.
  • Customer service experience.

 

Responsibilities:

  • Ensure that the team and the agents' key performance targets are met in line with business requirements.
  • Ensure team and agents' quality standards are met and that a high standard of quality is achieved and maintained.
  • Set and maintain production standards and targets in line with departmental requirements.
  • Identify training needs and ensure adequate training and coaching takes place.
  • Foster an environment that encourages and rewards innovation and challenges current methodologies, to potentially improve operational efficiencies across the business.
  • Manage staff attrition levels and promote staff engagement by ensuring adequate measures are in place to improve the culture in the department.
  • Conduct regular performance reviews in line with department and Company policies and procedures.
  • Assist in the recruitment process by conducting interviews with candidates.
  • Attend to all escalated matters from agents or customers to ensure customer satisfaction is maintained.
  • Improve customer experience and service delivery statistics.
  • Initiate and participate in motivational team and departmental activities.

 



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