Sales Support Manager (Call Centre Operations) Mr Price Money at Mr Price Group

Job Description

• The Sales Support Manager (Contact Centre) will play a crucial role in driving business growth through effective sales forecasting, process improvement, and data analysis. 

Responsibilities

Sales Forecast:

• Implement incentives and manage incentive reconciliation
• Providing accurate sales forecasts and forecasting staffing needs                                                   
• Keeping up to date with advancements in the market 

Stakeholder management:

• Management of key stakeholder relationships across various business units and internal and external teams to drive contact center efficiency and customer satisfaction.

Operations and system management:

• Ensuring that project plans are commercially viable and monitoring implementation and maintenance to guarantee customer satisfaction and business profitability.
• Oversees and manages all systems and tools used in contact center operations to ensure optimal functionality and efficient use of resources.
• Develops and implements strategies for process improvement and performance optimization to ensure that the contact center operations remain agile, efficient, and customer-centric

Training:

• Manages and oversees the sales trainers and sales coaches, analyzing team performance to determine training needs and scheduling training sessions as required.
• Monitors and evaluates the effectiveness of training initiatives to ensure that they are addressing the identified skills gaps and driving improvements in sales team performance.

Reporting:

• Reviews and analyses contact center data to identify opportunities for optimization and process improvement, such as call volume trends, average handling time, and first contact resolution rates.

Data Analysing:

• Conducts regular data clean-up to maintain the accuracy and completeness of contact
• information.
• Analyses and interprets customer feedback, surveys, and customer satisfaction scores to identify areas for improvement and inform decisions on process changes or product enhancements.
• Analyses contact center data to identify trends and patterns, such as optimal times for call campaigns or opportunities for cross-selling and upselling. 
• Identifying the most effective data sources and maximizing conversion rates.

Qualifications

• Grade 12  
• A relevant undergraduate qualification (diploma or degree preferably in Business Management)  
• RE1 and RE5 qualification 
• 5-7 years of experience in contact center management  
• Experience in sales administration and training & analytics in Insurance, Credit and Telco products (advantageous)
• Advanced proficiency with computers and computer software, including experience with customer relationship management (CRM) systems and call center management software 
• Strong written communication skills, with experience in creating reports and presentations