Call Centre Manager - Cape Town City Centre
Salt
As a pivotal member of my clients team, you will assume responsibility for overseeing daily outbound operations, managing a team of approximately 50 agents (and growing), and reporting directly to the Chief Commercial Officer. The ideal candidate is organised, pragmatic, adept at problem-solving, possesses a strategic mindset for continuous improvement, and has a passion for leadership and customer-centric solutions. Key Responsibilities: Lead and support Sales Agents and Team Leaders, setting clear performance objectives and ensuring sales targets are met. Collaborate with HR on disciplinary matters and implement performance management interventions. Foster a positive and productive team environment, emphasising motivation, teamwork, and transparent communication. Develop and implement a workforce plan to allocate resources effectively, including staffing, scheduling, and real-time adjustments. Monitor call volumes, analyse patterns, and optimise productivity levels to meet sales objectives. Utilise workforce management tools for demand forecasting, staff scheduling, and intraday performance management. Collaborate with the management team to develop and implement sales strategies aligned with company goals. Analyse market trends, customer feedback, and competitor activities to identify improvement opportunities. Set sales targets, create action plans, and take personal accountability for daily sales targets. Design and execute training programs to enhance the sales team’s skills and product knowledge. Provide ongoing coaching and mentoring to foster performance improvement and career development. Identify and nurture talent within the team. Ensure adherence to industry regulations, company policies, and best practices within the Debt Review sector. Optimise call centre processes, implement quality assurance programs, and use customer feedback to improve effectiveness. Monitor and maintain high standards of service and compliance in collaboration with internal stakeholders. Generate reports on sales performance and agent/team productivity for senior management. Track critical metrics daily to drive a culture of continuous improvement. Ensure initiatives are tracked for evaluation, considering the entire product sales value chain. Qualifications and Experience: Bachelor’s degree in Business Administration, Sales, or related field, or equivalent work experience. 3-5 years of proven experience in managing sales teams within Financial Services or Call Centre environment, with strong sales culture. Experience in call centre management and staffing, proficiency in CRM software, and sales tools. Essential Skills: Motivational leadership with a passion for team growth. Strong sales skills, adept at understanding client needs. Level-headed problem solver capable of making decisions under pressure. Thrives in a fast-paced, target-driven environment. Excellent communication, negotiation, and interpersonal skills. What’s on Offer: A purpose-driven role within a growing business. Competitive remuneration package. Opportunity to work with experienced entrepreneurs and business leaders. Room for personal and professional growth in a dynamic environment. Salt is acting as an Employment Agency in relation to this vacancy. Job Information Job Reference: JO-2403-342128 Salary: Salary per: month Job Duration: Job Start Date: Job Location: Job Industry: Job Industries: Sales Job Locations: Cape Town Job Types: Permanent Job Skills: KPI tracking, Outbound operations, Performance evaluations, Reporting and analysis, sales, Team management, Workforce planning
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