Level 2 Call Centre Sales Supervisor - Outbound Reconnections at Fidelity Services Group

Job Level Summary Information

Impact :

• Playing a vital role in assisting to improve Business Recon Rate and Attrition.

Min Requirement:

• Grade 12
• Customer Service experience is essential.
• 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, advanced Excel, PowerPoint)
• Listener experience advantageous

Other required Attributes:

• Integrity and trust
• Action orientated
• Business Acumen
• Attention to detail
• Time Management
• Drive for results
• Strong Interpersonal skills and managerial skills and able to handle conflict professionally
• Knowledge of a broader spectrum of cold calling and selling.
• 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 and High energy levels
• Knowledge of performance evaluation procedure
• Ability to multi-task and Skilled in handling Objections telephonically

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.
• Hire and on-board new agents
• Conduct regular performance reviews and arrange training for under performers
• 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 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 dialy management and call planning
• Coach and train the sales agents.. Assist the business with Campaigns, Pilot (Stop and Knock buddy system) 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
• Ensure GM target for Moving to App, Like for Like Reconnection and relocations numbers are achieved.
• Ensure the team does honest and ethical appointment booking inline with company rules. At all times.

People/Function Management:

• Reporting to – CCC Sales Manager

Essential Job Responsibilities

Major Responsibilities

• Handling of inbound and outbound queries escalated to your level.
• Ensure correct and effective booking Relocation and Reconnection appointments.
• Ensure correct cancelling of moving profiles for your area.
• Ensure great customer service is delivered in your team at all times.

Achieve ALL targets examples but not limited to QA, Like for Like, strike rates, 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 on Openscape
• 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
• 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.
• Do todays work today. Do not leave unattended emails for the next day.