Level 2: Call Centre Sales Supervisor =Sales Outbound And Reconnection - Midrand at Fidelity Services Group

MAIN PURPOSE OF JOB:

• Ensure every moving client of FADT is assisted according to the required process. Achieve the required appointment numbers for Reconnections and Relocations.
• Support business partners in improving their reconnection rate.
• Drive Reconnection and Relocation appointments to improve the business reconnection rate. Maintain a healthy customer base in line with Reconnection and Relocation targets. Ensure the moving process, sops and practices are followed and adhered to. Ensure all existing clients receive exceptional service at all times. Drive the team to achieve these results.
• Playing a vital role in assisting to improve Business Recon Rate and Attrition.

QUALIFICATION & EXPERIENCE:

• Grade 12
• Customer Service experience is essential.
• 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

RESPONSIBILITIES &DUTIES: 

• 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, strike rates, GM and KPI’s.
• Assisting in the planning/implementation of new processes/projects/campaigns.
• Complete Adhoc paperwork/reporting/tasks 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
• Keep management informed of issues and problems
• 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
• 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.
• Keep your workstation/office neat and tidy at all times.
• Not abuse company telephone for private calls.