Overall Purpose of the Job: To effectively manage the Call Centre Outbound Sales, Technical, and Client retention teams as well as the Inbound sales team. Achieving CCC KPI’s and Targets. Dealing with client complaints/queries and management of staff. Manage and drive Business Lead Business partners, POC, MOU’s and Referrals.

 Minimum Qualifications and Experience

· Tertiary qualification an advantage
· Relevant experience in an Operations Centre and/or training environment with specific focus on Sales and Client Retention and Communication, not less than 5 years
· Computer literacy (MS office suite)
· Code 08 Drivers Licence

 Main Duties and Responsibilities

· Manage Customer Service Levels for inbound calls and digital channels, ensuring service level agreements are consistently achieved.
· Manage email response times and customer communication standards.
· Drive the achievement of all new business and moving sales, retention, referral, and revenue targets as set by the business.
· Manage telesales operations and outbound sales campaigns to maximise lead conversion and revenue generation.
· Manage dialler campaigns, ensuring optimal productivity, contact rates, conversion rates, and campaign effectiveness.
· Analyse sales campaign performance and implement corrective actions to improve results.
· Manage customer cancellations, retention activities, and client attrition to achieve business objectives.
· Achieve Business Save Efficiency and Save Effectiveness targets.
· Achieve company Operating Income (OI) and budget requirements.
· Achieve Business Rate Reduction budgets for Inland operations.

Leadership and People Management

· Ensure Supervisors and their teams achieve all KPI, sales, quality, productivity, and customer experience targets.
· Ensure all staff are trained and developed to required standards.
· Monitor, coach, mentor, and assist Supervisors and team members to improve performance.
· Ensure Supervisors enforce company policies and maintain appropriate disciplinary standards.
· Build and maintain a culture of accountability across all teams.
· Foster a culture of continuous improvement and operational excellence.
· Promote a culture of customer excellence and exceptional service delivery.
· Drive a culture of going the extra mile for all internal and external customers.
· Build a culture of respectful, professional communication.
· Conduct merit assessments and recognition programmes for employees demonstrating exceptional performance.
· Participate in the recruitment, interviewing, onboarding, and development of employees.
· Ensure full staffing complement is maintained.
· Manage absenteeism, vacancy, and staff turnover rates.

Sales and Lead Management

 · Manage all sales leads generated through the Customer Contact Centre and ensure effective lead allocation, follow-up, conversion, and reporting.
· Drive lead conversion initiatives and ensure sales opportunities are maximised.
· Manage lead provider campaigns in conjunction with the National Business Manager.
· Monitor lead quality and campaign performance to ensure maximum return on investment.
· Manage Business Partner lead processes and reporting requirements.
· Ensure accurate reporting on lead conversion rates, sales performance, and campaign effectiveness.
· Manage the National Referral App, including onboarding, training, adoption initiatives, reporting, and conversion performance.
· Ensure referral commissions and incentive payments are accurately processed and paid monthly.

 Operational Management and Compliance

 · Ensure compliance with all Standard Operating Procedures (SOPs), company policies, and regulatory requirements.
· Ensure all Level 2 technical processes are followed within the Customer Contact Centre.
· Investigate and resolve client complaints and escalations.
· Compile and analyse daily, weekly, and monthly operational and sales reports.
· Ensure all internal and external reporting requirements are met within agreed timelines.
· Attend management meetings and present operational, sales, and performance reports as required.
· Work collaboratively with national leadership teams to implement best practices and operational improvements.
· Ensure weekly maintenance and updating of national opposition reporting and competitor intelligence.
· Drive continuous improvement initiatives to improve productivity, service delivery, customer retention, and sales performance.

 Business Development and Strategic Initiatives

· Identify opportunities to improve sales performance, customer retention, and operational efficiency.
· Support the implementation of new business initiatives, products, campaigns, and customer engagement strategies.
· Develop and execute action plans to improve sales conversion, customer retention, and campaign effectiveness.
· Build strong relationships with internal stakeholders and business partners to support business growth objectives.
· Manage Secure Drive and Motus recruitment campaigns and associated reporting requirements.

 Behavioural Competencies:

 · Ethical Practice
· Leadership & Navigation
· Business Acumen
· Relationship Management
· Consultation
· Critical Evaluation
· Expert presentation skills
· Administrative
· Advanced communication
· Decision making
· Professionalism
· Project management
· Driven
· Change management
· Passion
· Interpersonal / Computer literate
· Numerate

We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team. 

Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.

Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.