Call Centre Sales Manager - Johannesburg at Fidelity Services Group

Overall Purpose of the Job: To effectively manage the Call Centre Outbound Sales, Technical, FindU 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.

 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
• Computer literacy (MS office suite)
  • Advanced excel, Word, Teams, Qlik, PowerPoint skills
• Code 08 Drivers Licence

Main Duties:

• Manage Reconnection and Relocation Appointment requirements
• Manage Inbound sales and all incoming lead channels
• Manage Technical service escalations and dispatching
• 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

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
• Innovative
• Strategic thinking
• Ability to implement and measure

Closing Date 28 August 2023