TeleSales Managers at Sage

• Regional responsibility for Direct Telesales
• Delivery of budgeted direct Sales NCA KPI’s and driving increase in PY Growth
• Responsible for delivery of direct telesales Revenue, ARR and Customer KPIs through directional
• Leadership and excellent execution through Team managers, Senior Consultants and Sales executives
• Responsible for delivery of direct telesales productivity and customer access and contact standards
• Responsible for increase of new customer volume, delivery of conversion rates and ARPAC
• Responsible for delivery of excellent customer experience via direct telesales and telemarketing team
• Responsible for management of NCA Direct pipeline and conversion to sale
• Work across the NCA SSB Segment to achieve SSB objectives
• Work with Supporting functions to achieve deliverables
• Design, manage and execute sales across, cross sell and upsell
• Responsible for generating and presenting analytical, Narrative / Stats – weekly, monthly and quarterly
• Presenting to other or on behalf of Director of Direct Sales when requested
• Drive Cross skilling across product range
• Accountable for Team Leaders driving the vision
• Accountable for providing leadership and management to direct subordinates which included but not limited to:

Recruitment

• Performance management
• Training and development
• Rewards management including timeous checking and submission of commission calculations
• Employee Relations

Key Responsibilities Key Responsibilities
Key accountabilities and decision ownership: (8 or 10 max)

• Manage and exceed agreed revenue budgets
• Ensure the telesales team’s performance standards are exceeded through weekly coaching activities and staff mentorship
• Ensure commissions and incentives are correctly computed and submitted timeously
• Manage departmental internal systems and enhance reporting functions and features, to enhance the training booking system, customer experience and sales process
• Support the various product teams, business partners and additional stakeholders by ensuring there are solutions and resources to meet their needs
• Ensure the team is adequately supported and is trained to the appropriate skill level, aligned with the certification of Sage products
• Manage a marketing strategy and drive campaigns to support budgets and sales objectives
• Ensure that credit notes and outstanding payments are kept to a minimum
• Drive strategically imperative projects optimally according to the agreed to timelines (any delays are timeously communicated)
• Generate quality leads for team
• Ensure all customer interactions, whether telephonic or via email, are optimal and create an exceptional customer experience
• Ensure all departmental hardware, software and budgetary requirements are accurately and optimally managed
• Ensure appropriate team capacity planning (incl. accurate job descriptions, minimal vacancies)
• Manage staff performance and personal development plans (incl. setting KPAs/ KPIs, bi-annual performance discussions, performance management) Skills, know-how and experience:

Must have: (5 or 6 Max)

• Excellent written and verbal communication skills in business English
• Strong Analytical Skills
• Preferable knowledge of Accounting and Payroll products
• Committed to delivery-based outcomes
• Willing to take on additional responsibility
• Excellent analytical skills, strong communications and interpersonal skills
• Excellent capabilities in business team motivation, High level of business skills
• Highly motivated self-starter – ability to manage multiple stakeholders under pressure and at different levels in the organisation
• Demonstrates and demands personal commitment to team goals
• A minimum of 2- 5 years’ experience with regard to team management in a high-performance environment
• A minimum of 1+ Experience of leading telesales activities in direct model
• Proficient in business Internal System’s

Preferred: (2 or 3 Max)

• Experience of leading telemarketing teams
• Experience on dotted line management and solid line management
• Extensive understanding of internal systems
• Experience managing performance and driving a culture of learning and excellence
• Driven, self-motivated individual that can achieve objectives and problem solve within a high paced, stressful environment
• Strong numerical and quantitative skills with the ability to provide accurate reporting, forecasting and planning
• Well organised with strong time management skills and ability to juggle multiple objectives according to prescribed procedures and processes
• Exceptional verbal and written communication skills with the ability to build longstanding relationships with all employee levels, business partners and customers
• Ability to accept and perform new job responsibilities as needed
• Positive, solutions-based attitude with an affinity towards providing excellent customer service and motivate colleagues toward group objectives
• Technical / professional qualifications
• Degree or equivalent, Business / Finance qualification is advantageous
• Exceptional knowledge of MS Office Suite (PowerPoint, Outlook, Word and Excel) & Visio

Key performance indicators: (3-5 Max)

• Achievement of Revenue budget
• Achievement of 12% of off-plan base reactivation
• Achievement of FY19 training targets Direct reports:
• Direct Accounting and Payroll Team
• Budget owned:
• R30 Million