Snr Call Centre Sales Manager

Provide leadership over multiple campaigns in a rapidly growing BPO operation, whilst achieving service levels in compliance with company directives. The successful candidate should be able to deliver exceptional results, providing differentiation in a highly competitive sector.

Duties and responsibilities:

• 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

Education and Experience:

• 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

Key Competencies and Skills:

• Excellent communication skills
• Persuasiveness
• People management skills
• Leadership skills
• Tenacity
• Negotiation skills
• Stress tolerance
• Effective time management