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Senior Call Centre Sales Manager
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General Details
Description
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
https://www.ditto.jobs/job/gumtree/648235548?source=gumtree
Id Subtitle 1152380014
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CallForce
Selling for 2+ years
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Location: Durban Central, KZN
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The incumbent the ability to investigate and apply expertise to data with an intended objective to deliver on the specific area of expertise. The ability to analyze data and extract trends to ensure improvement of processes and or customer satisfaction. This could be in the form of innovative ideas as well as the task of compiling reports. Engage and list to current challenges in the team/business and use expertise to Trouble shoot issues in order to provide workable solutions. The ability to tackle a Problem with the intent of using expertise/capability and or experience to resolve speedily, Perform quality assurance based on the specialized requirements of the role. Should be able to ensure strong stake holder management into Communication i.e. feedback to clients, managing clients, responding to clients, attend to queries timeously.
Areas of Responsibilities
Timeous Reponses to Queries:
Identify the source of the complaint by identifying all parties to a complaint, and direct that the relevant information be sought from all parties.Accurate query response within the stipulated timelines.Have good problem solving capabilities.
Record Keeping/Filing:
Record/track complaints and determinations received from the PFA, FSCA and other sources.Have a systematic filing system for all complaints, queries, responses and determinations issued by the PFA and other relevant Authorities.
Reporting:
Controlling the outcome of PFA determinations issued and ensuring adherence.Provide a weekly report/update of all complaints to Management.Provide monthly reports for the relevant stakeholders.Be able to deal with Board of Trustees and other stakeholder enquiries.
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