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CallForce

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1. Develop and maintain the sales team - Leading a team within the Outbound and telemarketing call centre to meet business requirements- To guide and support team members 2. Operational management - Setting, measuring and meeting performance targets for speed, efficiency, sales and quality for the team- Driving operational and technological efficiencies within the team- Managing the daily running of the team- Monitor team members performance against target on a day to day basis, and implement changes whereappropriate- Ensure the individual team member’s service standards are adhered to, e.g. meeting and exceeding Targets,team productivity, data conversions, Talk time interactions captured, etc.- Handling difficult customer complaints or enquiries- Drive quality control and ensure corrective action are taken where required- Analyze performance statistics of teams, e.g. number of calls per team, number of successful contacts, wrap up codes and ensure that appropriate action is taken.- Forecasting capacity against plan on a weekly/monthly basis- Ensure adherence to the operational policies and procedures- Participating in the recruitment and selection of staff- Monitor performance on regular basis and provide constructive feedback- Pro-actively encourage high performance at all times- Ensure all staff issues are dealt with appropriately and within a timely fashion- Ensure all daily, weekly and monthly workloads are completed- Motivating, developing and retaining staff- Identifying staff training needs and planning of training sessions- Adhering to all HR policies and procedures- Monitor performance on regular basis and provide constructive feedback- Pro-actively encourage high performance at all times 3. People Management - Ensure all staff issues are dealt with appropriately and within a timely fashion- Ensure all daily, weekly and monthly workloads are completed- Motivating, developing and retaining staff- Identifying staff training needs and planning of training sessions- Adhering to all HR policies and procedures 4. Health and Safety Compliance. - Conform and adhere to Safety, Health and environmental legislative requirements.- Report any health and safety concerns/incidents in the workplace to the manager / health and safetyrepresentative.- Assist the company to establish and maintain a fully compliant healthy and safe work environment.- Attend the Safety, Health and Environmental workshops as required by management. https://www.ditto.jobs/job/gumtree/3398722366&source=gumtree .special-hidden { display: none; }

3mo

CallForce

City Centre

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PURPOSE OF THE ROLE Build, monitor and maintain all outbound activity call sloping strategies. Design, monitor and manage weekly activity campaign schedules. Produce real-time performance and productivity data to support the operational management team, focusing on strong performance, quality and compliance standards. Improve the top-line business decision-making processes by collecting, analysing, and reporting of data on the various campaigns DUTIES AND RESPONSIBILITIES Ensure dialer execution is aligned to all business unit KPI’sAutomate data loading within the dialer.Drive innovation and strategy in the current dialer platform.Real time analysis & monitoring of dialer campaigns to ensure compliance and adherence to set KPI’sReal time Management of the dialer to ensure optimal agent productivity.Identify and communicate any data anomalies or agent behavior issues to Senior Operations Team in real time.Dialer Incident ManagementRegular maintenance of the dialer.Understanding of client requirements and ensuring the correct Dialer strategy is implementedMonitor, analyse & report on the dialer requirements across the various campaignsRegular Reporting and updates on lead usage at agent level.Drive dialer metrics (Answer Rate/ RPC Rate) to influence conversion to sales.Analysis of dialer outputs and results as well as the implementation of changes and improvements.Create reports that business can use to monitor metrics and make decisions.Analyse Dialer data and share opportunities for improvement.Develop and manage strategy to run outbound campaigns, ensuring the saturation and penetration targets are achievedCollaborate with internal and external partners to maximize achievement of business goals QUALIFICATIONS AND EXPERIENCE REQUIRED Matric / Grade 12A relevant certificate or diploma is preferredMinimum of 3 - 5 years of experience as a Dialer administrator in a Contact Centre is requiredFamiliarity with reporting to a sales and service Operations.2-3 years’ experience working as a Dialer administrator in a sales Outbound Contact Center.Experience in working with Microsoft BI Tools (SQL/SSIS/SSRS/SSAS/PowerBI)Experience in working MySQLExpert capability in Microsoft ExcelKnowledge of business processes and functional areaExperience in estimating solution development and delivering solutions against those estimates BEHAVIOURAL AND COMPETENCY REQUIRED Strong interpersonal skills with the ability to build and maintain professional relationshipsExcellent analytical skillshttps://www.ditto.jobs/job/gumtree/3733803594&source=gumtree .special-hidden { display: none; }

3mo

CallForce

Johannesburg CBD

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