Senior Call Centre Sales Manager
- Johannesburg, Gauteng
- Contract
- Full-time
- Lead, develop, motivate, operational teams
- Manage the Contact Centre workforce. motivate and manage supervisory team
- Ensure optimal service delivery through scheduling and continuous process
- improvement.
- Coordinate training on new or revised information relating to services, products or
- processes of projects
- Develop rewards and recognition incentives/programs.
- Assist in forecasting resource requirements and ensure that recruitment campaigns
- are carried out in a timely manner to ensure that sufficient resources are in place to
- achieve agreed contact centre service, sales and quality targets
- Continually review internal systems, procedures and processes to ensure resource
- and operational efficiency, and make appropriate recommendations for any required
- changes
- Ensure all customer questions and complaints are resolved in a timely manner
- Brainstorm with the team around issues or challenges that may hinder optimum
- performance and give recommendations to improve performance
- Handle employee related issues. Monitoring attendance, punctuality, and leave
- Analyze data to determine operational trends and provide solutions to increase sales,
- service and quality levels in order to achieve and exceed targets and KPAs
- Set up and manage performance measures.
- Deliver daily, weekly, and monthly reports.
- Manage operating budgets.
- Effective client interface, able to effectively deliver on stringent SLAs
- Matric
- English language proficiency
- Min 3-5 years contact Centre operations management experience
- Experience in BPO a strong advantage
- Proven track record in meeting and exceeding deliverables
- Excellent communication skills
- Persuasiveness
- People management skills
- Leadership skills
- Tenacity
- Negotiation skills
- Stress tolerance
- Effective time management