Level 2 Call Centre Sales Supervisor at Fidelity Services Group

Job Purpose:

• Grow the business through increased revenue drive Reconnection, Web, social media, project and Relocation appointments to improve the business client numbers and improve attrition by improving the business reconnection rate. Maintain a healthy customer base in line with Reconnection, web, media, projects and Relocation targets. Ensure the moving process, Sops and practices are followed and adhered to. Ensure all existing clients always receive exceptional service. Drive the team to achieve these results.

Job Level Summary Information

• Impact : Playing a vital role in assisting with improving the Business Rate and Attrition as well as growing new client numbers and our business revenue.

Min Requirement:

• Grade 12
• Customer Service experience is essential.
• Advanced admin skills
• Understanding of Call Centre policies and practices.
• Sales experience.
• Proven experience in driving results and exceeding targets.
• Managing a team or Supervisory experience will be advantageous.
• Computer Literate (MS Office, Teams, advanced Excel, PowerPoint, Power Bi)
• Listener, Openscape and or Qlik sense experience advantageous
• Managing Telesales, outbound or cold calling sales teams will be advantageous.

Other required Attributes:

• Integrity and trust
• Action orientated
• Business Acumen
• Attention to detail
• Time Management
• Drive for results
• Strong Interpersonal skills
• Knowledge of a broader spectrum of cold calling and selling.
• Ability to handle conflict and work under pressure.
• High energy levels
• Able to work under pressure, Target driven , Self-motivated and Innovative
• Accurate updating of reports
• Outstanding communication and negotiation abilities as well as Proficient in English
• Attention to detail
• Strong people management skills
• Knowledge of performance evaluation procedure
• Ability to multi-task
• Objection handling telephonically
• Ability to handle conflict and work under pressure.
• High level of urgency required
• Solution driven and customer focused
• Innovative

People and productivity Management:

• Manage a dedicated team of Outbound Sales Agents
• Keep track of attendance, daily, weekly and monthly statistics. Paid time off, sick days and annual leave taken.
• Motivate and encourage agents trough possitive communication and feedback, hourly, daily, weekly and monthly
• Hire and on-board new agents with manager
• Conduct regular performance reviews and arrange training for under performers, do merit reports and performance managemnt in relation to this.
• Ensure a safe and harmonius working environment
• Monitor sales appointments hourly.
• Monitor Sales queues and track as well as manage turnaround time
• Ensure all escalation processes are followed according to agreed procedure for client service
• Ensure all escalation processes are followed according to agreed procedure for QA, Eyerys and Openscape
• Doing hourly, daily, weekly and monthly reporting
• Manage by walking around. Be visible to answer questions and to ensure ownership of escalations queries, resolutions and follow-up
• Investigate ways to upskill Agents in diary management and call planning
• Coach and train the sales agents to perform detailed pre-call qualifying
• Assist the business with Campaigns, Pilot and Projects as and when required
• Assist with level 1 Service level when needed
• Ensure staff administartion is completed daily and is up to date in line with SOP’s
• Customer service management is needed with customer complaints, queries or reception visits as well for internal and external cusomers
• Assist with stats analysis and investigations on business request
• Take disciplinary action where needed in line with business requirements.
• Do adhock funtions as and when needed.
• Drive a culture of high entgrity and continouse improvement.
• Ensure KPI’s, Goals and Targets are reached by the team.
• People/Function Management: Reporting to – CCC Sales Manager

Essential Job Responsibilities

Major Responsibilities

• Handling of inbound and outbound queries via calls and email escalated to your level.
• Ensure correct and effective booking Relocation, web, media, project and Reconnection appointments.
• Ensure correct cancelling of moving profiles for your area.
• Ensure great customer service is always delivered in your team.
• Achieve ALL targets examples but not limited to QA, Web conversion rates, referral lead conversion rates, strike rates, like for like targets, GM and KPI’s.
• Assisting in the planning/implementation of new processes/projects/campaigns.
• Complete Adhoc paperwork/reporting/tasks/functions/requests as required.
• Work closely within a team to identify/solve queries and staff wellbeing.
• Ensure Team is logged in as per CCC workforce requirements
• Ensure SOP Compliance and Adherence
• Devise ways to optimize processes and keep agents motivated
• Prepare monthly / annual results and performance schedules
• Attend promotions/Training as required on an Adhoc basis off site.
• Ensure Reporting is completed accurately hourly/daily/weekly/monthly as required.
• Client billing to be captured correctly activated and maintained.
• Adhere to all other CCC policies and procedures
• Ensure Appointments adherence, sales rules and channel discipline is followed in line with company requirements.
• Manage the telephonic recon process for PSIRA registered staff
• Manage working between Listener and Transformer
• Manage unlink process
• Manage correct NNOD stop and knock process
• Drive inter-departmental technical liaison regarding installation booking or link up booking, between your team and technical team.
• Attending meetings, training, conferences and workshops when required.
• Coaching agents to meet expected targets and providing meaningful feedback.
• Hosting regular and documenting team meetings with teams.
• Calculating and capturing incentives based on sales.
• Managing team absenteeism.
• Take appropriate disciplinary action where necessary.
• Do today’s work today.
• Ensure accurate reporting from your teams.
• Ensure 3 swings on all clients.
• Ensure admin is completed by agents accurately.
• Manage company resources and assets that is part of your scope of responsibilities.