Call Centre Sales Manager Coastal at Fidelity Services Group

Overall Purpose of the Job:

• To effectively manage the Call Centre Outbound Sales, Technical, and Client retention teams as well as the Inbound sales team. Achieving CCC KPI’s and Targets. Dealing with client complaints/queries and management of staff. Manage and drive Business Lead Business partners, POC, MOU’s and Referrals.

 Minimum Qualifications and Experience

• Tertiary qualification an advantage
• Relevant experience in an Operations Centre and/or training environment with specific focus on Sales and Client Retention and Communication, not less than 5 years
• Computer literacy (MS office suite)
• Code 08 Drivers Licence

 Main Duties and Responsibilities

• Manage Customer Service Levels for inbound calls and digital channels, ensuring service level agreements are consistently achieved.
• Manage email response times and customer communication standards.
• Drive the achievement of all new business and moving sales, retention, referral, and revenue targets as set by the business.
• Manage telesales operations and outbound sales campaigns to maximise lead conversion and revenue generation.
• Manage dialler campaigns, ensuring optimal productivity, contact rates, conversion rates, and campaign effectiveness.
• Analyse sales campaign performance and implement corrective actions to improve results.
• Manage customer cancellations, retention activities, and client attrition to achieve business objectives.
• Achieve Business Save Efficiency and Save Effectiveness targets.
• Achieve company Operating Income (OI) and budget requirements.
• Achieve Business Rate Reduction budgets for Inland operations.

Leadership and People Management

• Ensure Supervisors and their teams achieve all KPI, sales, quality, productivity, and customer experience targets.
• Ensure all staff are trained and developed to required standards.
• Monitor, coach, mentor, and assist Supervisors and team members to improve performance.
• Ensure Supervisors enforce company policies and maintain appropriate disciplinary standards.
• Build and maintain a culture of accountability across all teams.
• Foster a culture of continuous improvement and operational excellence.
• Promote a culture of customer excellence and exceptional service delivery.
• Drive a culture of going the extra mile for all internal and external customers.
• Build a culture of respectful, professional communication.
• Conduct merit assessments and recognition programmes for employees demonstrating exceptional performance.
• Participate in the recruitment, interviewing, onboarding, and development of employees.
• Ensure full staffing complement is maintained.
• Manage absenteeism, vacancy, and staff turnover rates.

Sales and Lead Management

•  Manage all sales leads generated through the Customer Contact Centre and ensure effective lead allocation, follow-up, conversion, and reporting.
• Drive lead conversion initiatives and ensure sales opportunities are maximised.
• Manage lead provider campaigns in conjunction with the National Business Manager.
• Monitor lead quality and campaign performance to ensure maximum return on investment.
• Manage Business Partner lead processes and reporting requirements.
• Ensure accurate reporting on lead conversion rates, sales performance, and campaign effectiveness.
• Manage the National Referral App, including onboarding, training, adoption initiatives, reporting, and conversion performance.
• Ensure referral commissions and incentive payments are accurately processed and paid monthly.

 Operational Management and Compliance

•  Ensure compliance with all Standard Operating Procedures (SOPs), company policies, and regulatory requirements.
• Ensure all Level 2 technical processes are followed within the Customer Contact Centre.
• Investigate and resolve client complaints and escalations.
• Compile and analyse daily, weekly, and monthly operational and sales reports.
• Ensure all internal and external reporting requirements are met within agreed timelines.
• Attend management meetings and present operational, sales, and performance reports as required.
• Work collaboratively with national leadership teams to implement best practices and operational improvements.
• Ensure weekly maintenance and updating of national opposition reporting and competitor intelligence.
• Drive continuous improvement initiatives to improve productivity, service delivery, customer retention, and sales performance.

 Business Development and Strategic Initiatives

• Identify opportunities to improve sales performance, customer retention, and operational efficiency.
• Support the implementation of new business initiatives, products, campaigns, and customer engagement strategies.
• Develop and execute action plans to improve sales conversion, customer retention, and campaign effectiveness.
• Build strong relationships with internal stakeholders and business partners to support business growth objectives.
• Manage Secure Drive and Motus recruitment campaigns and associated reporting requirements.

 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
• Interpersonal / Computer literate
• Numerate