Sales Support Team Manager

• 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.

• 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.

Teleresources