Job Description:
The Connect Division has a vacancy for a Sales Call Centre
Manager reporting into the Head of Sales, responsible for managing
all aspects of the Sales Call Centre, including the inbound,
outbound, administrative, sales support and quality teams in order
to meet sales targets.
Skills Required:
Ability to handle pressure
Good multitasking skills
Excellent people management skills
Proven sales/performance track record
Strong interpersonal skills
Target and incentive driven
Assertive
Good negotiation skills
Strategic thinker
Strong leadership skills
Excellent planning and organisational skills
Qualifications and Experience:
Tertiary qualification highly is preferable
Minimum of 5 year's call centre management experience is
essential
Sales Management experience is non-negotiable
Knowledge of, and experience in the ISP industry is
preferable
Proven leadership and management experience in Sales Call
Centre
Duties & Responsibilities:
Achieve new sales and upsell targets through managing the
inbound , online and outbound sales teams
Responsible for meeting ARPU targets through migrating
customers
Continuously improving conversion rates across all sales teams
through various initiatives, including sales coaching
Ensuring the smooth fulfillment for all products through managing
relationships with third parties such as Telkom, MTN, Vodacom and
OTD
Mapping out and continuously streamlining all sales processes, with
particular emphasis on admin, customer escalations and sales
fulfillment
Managing a large staff complement and ensuring all IR/HR processes
are followed correctly
Responsible for ensuring performance management processes are
continuously evaluated and adhered to across all levels in all
areas of the call centre
Ensuring a high standard and culture of performance is created and
maintained through keeping all levels accountable for
performance
Managing all new channels such as outsourced partners to ensure
targets are met
Responsible for ensuring excellent customer service is delivered in
all areas of the call centre
Increasing customer service levels through various means such as
coaching, clawbacks, process and TAT improvements and handling all
complaints efficiently
Ensuring all areas of the call centre are compliant with all
relevant legislation (RICA, CPA)
Compiling weekly and monthly reports
Implementing and continuously improving commission structures to
ensure targets are met
Manage Connect Call Centre Budget
Ensure training and development plans are in place and aligned to
sales objectives