Call Centre Customer Service and Sales Manager at Fidelity Services Group

Overall, Purpose of the Job:

• To effectively manage the Call Centre Outbound Recon Sales and Client retention teams. Achieving CCC KPI’s and Targets. Dealing with client complaints/queries and management of staff.

Minimum Qualifications and Experience:

• Grade 12
• Tertiary qualification or Internal leadership qualification
• Relevant experience, and proven track record, in Contact Centre with specific focus on Sales and Client Retention min 2 years’ experience of managing a team.
• Call centre management will be an advantage.
• Computer literacy (MS office suite)
• Advanced excel, Word, Teams, PowerPoint skills
• Code 08 Drivers Licence
• PSIRA registration will be an advantage
• Prior experience of Listener, Qlickview or Qlick sense, Workforce management and Openscape will be an advantage.

Main Duties:

• Manage Moving cancelations and all admin involved
• Manage Reconnection and Relocation Appointment requirements
• Manage adhoc outbound projects and outbound sales
• Manage staffing and labour related KPI’s
• Manage Client Attrition
• Ensure compliance to all SOP procedures
• Compile the summary of all daily, weekly, and monthly reports
• Attend meetings when required and present reporting when needed in meetings
• Ensure all internal and external reporting
• Manage client enquiries and complaints
• Ensure that all staff are trained to required standards
• Ensure that company code of conduct is adhered to
• Drive Customer service excellence
• Interviewing potential candidates for employment with Supervisors on vacant Level 1 and 2 roles
• Work with other leadership Nationally to implement best practice always
• Monitoring /Coaching/Assisting staff
• Manage incoming calls and email answer time service level
• Drive projects to grow the business
• Innovate and implement automation where possible as well as best practice and alignment of practices nationally.
• Ability to handle change management and negativity
• Execute non performance actions to turn it around in getting results
• Ensure KPI’s and Goals are achieved within your influence

Behavioural Competencies:

• Ethical Practice
• Leadership & Navigation
• Business Acumen
• Relationship Management
• Consultation
• Critical Evaluation
• Expert presentation skills
• Administrative
• Advanced communication
• Decision making
• Professionalism
• Project management
• Driven
• Change management
• Passion
• Critical thinking
• Interpersonal / Computer literate
• Numerate
• Planning and executing of plans
• Innovative
• Integrity
• Strategic thinking
• Team player
• Ability to implement and measure projects and results

Deadlinne:1st September,2025