Sales Call Centre Manager at MWEB

Job description

The Product, Sales and Marketing Division has a vacancy for a Sales Call Centre Manager reporting into the Head of Sales, responsible for managing all aspects of the Sales Call Centre, including the inbound, outbound, administrative, sales support and quality teams in order to meet sales targets.

JOB OUTPUTS

• Achieve new sales and upsell targets through managing the inbound, back office and outbound sales teams
• Responsible for meeting ARPU and Revenue targets through migrating customers
• Continuously improving conversion rates across all sales teams through various initiatives, including sales coaching
• Ensuring the smooth fulfillment for all products for all channels through managing relationships with third parties such as OpenServe and other infrastructure providers
• Mapping out and continuously streamlining all sales processes, with particular emphasis on admin, customer escalations and sales fulfillment
• Managing a large staff complement and ensuring all IR/HR processes are followed correctly
• Responsible for ensuring performance management processes are continuously evaluated and adhered to across all levels in all areas of the call centre
• Ensuring a high standard and culture of performance is created and maintained through keeping all levels accountable for performance
• Responsible for ensuring excellent customer service is delivered in all areas of the call centre and ensuring customer experience management objectives are met and exceeded
• Increasing customer service levels through various means such as coaching, clawbacks, process and TAT improvements and handling all complaints efficiently
• Ensuring all areas of the call centre are compliant with all relevant legislation (CPA, POPI and all other legislation)
• Compiling weekly and monthly reports
• Implementing and continuously improving commission structures to ensure targets are met
• Manage Sales Call Centre budget
• Ensure training and development plans are in place and aligned to sales objectives
• SKILLS & COMPETENCIES
• Ability to handle pressure
• Good multitasking skills
• Excellent people management skills
• Proven sales / performance track record
• Strong interpersonal skills
• Target and incentive driven
• Assertive
• Good negotiation skills
• Strategic thinker
• Strong leadership skills
• Excellent planning and organizational skills
• Excellent change management skills

QUALIFICATIONS & REQUIREMENTS

• Relevant tertiary qualification
• Minimum of 5 year’s Call Centre management experience required (managing Team Managers/Team Leaders minimum requirement)
• Minimum of 5 year’s Sales Management experience required
• Proven B2C sales track record – not negotiable
• Proven track record of change management
• Knowledge of, and experience in the ISP/telecommunications industry preferable