Senior Call Centre Sales Manager - Sandton
Snr Call Centre Sales Manager Provide leadership over multiple campaigns in a rapidly growing BPO operation, whilst achieving service levels in compliance with company directives. The successful candidate should be able to deliver exceptional results, providing differentiation in a highly competitive sector. Duties and responsibilities: Lead, develop, motivate, operational teams Manage the Contact Centre workforce. motivate and manage supervisory team Ensure optimal service delivery through scheduling and continuous process improvement. Coordinate training on new or revised information relating to services, products or processes of projects Develop rewards and recognition incentives/programs. Assist in forecasting resource requirements and ensure that recruitment campaigns are carried out in a timely manner to ensure that sufficient resources are in place to achieve agreed contact centre service, sales and quality targets Continually review internal systems, procedures and processes to ensure resource and operational efficiency, and make appropriate recommendations for any required changes Ensure all customer questions and complaints are resolved in a timely manner Brainstorm with the team around issues or challenges that may hinder optimum performance and give recommendations to improve performance Handle employee related issues. Monitoring attendance, punctuality, and leave Analyze data to determine operational trends and provide solutions to increase sales, service and quality levels in order to achieve and exceed targets and KPAs Set up and manage performance measures. Deliver daily, weekly, and monthly reports. Manage operating budgets. Effective client interface, able to effectively deliver on stringent SLAs Education and Experience: Matric English language proficiency Min 3-5 years contact Centre operations management experience Experience in BPO a strong advantage Proven track record in meeting and exceeding deliverables Key Competencies and Skills: Excellent communication skills Persuasiveness People management skills Leadership skills Tenacity Negotiation skills Stress tolerance Effective time management
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