Call Centre Manager - Cape Town, South Africa - Salt Recruitment
Description
Key Responsibilities:
- Lead and support Sales Agents and Team Leaders, setting clear performance objectives and ensuring sales targets are met.
- Collaborate with HR on disciplinary matters and implement performance management interventions.
- Foster a positive and productive team environment, emphasising motivation, teamwork, and transparent communication.
- Develop and implement a workforce plan to allocate resources effectively, including staffing, scheduling, and realtime adjustments.
- Monitor call volumes, analyse patterns, and optimise productivity levels to meet sales objectives.
- Utilise workforce management tools for demand forecasting, staff scheduling, and intraday performance management.
- Collaborate with the management team to develop and implement sales strategies aligned with company goals.
- Analyse market trends, customer feedback, and competitor activities to identify improvement opportunities.
- Set sales targets, create action plans, and take personal accountability for daily sales targets.
- Design and execute training programs to enhance the sales team's skills and product knowledge.
- Provide ongoing coaching and mentoring to foster performance improvement and career development.
- Identify and nurture talent within the team.
- Ensure adherence to industry regulations, company policies, and best practices within the Debt Review sector.
- Optimise call centre processes, implement quality assurance programs, and use customer feedback to improve effectiveness.
- Monitor and maintain high standards of service and compliance in collaboration with internal stakeholders.
- Generate reports on sales performance and agent/team productivity for senior management.
- Track critical metrics daily to drive a culture of continuous improvement.
- Ensure initiatives are tracked for evaluation, considering the entire product sales value chain.
Qualifications and Experience:
- Bachelor's degree in Business Administration, Sales, or related field, or equivalent work experience.
- 35 years of proven experience in managing sales teams within Financial Services or Call Centre environment, with strong sales culture.
- Experience in call centre management and staffing, proficiency in CRM software, and sales tools.
Essential Skills:
- Motivational leadership with a passion for team growth.
- Strong sales skills, adept at understanding client needs.
- Levelheaded problem solver capable of making decisions under pressure.
- Thrives in a fastpaced, targetdriven environment.
- Excellent communication, negotiation, and interpersonal skills.
What's on Offer:
- A purposedriven role within a growing business.
- Competitive remuneration package.
- Opportunity to work with experienced entrepreneurs and business leaders.
- Room for personal and professional growth in a dynamic environment.
Job Information:
- Job Reference: JO
- Salary:
- Salary per: month
- Job Duration:
- Job Start Date:
- Job Industries: Sales
- Job Locations: Cape Town
- Job Types: Permanent
- Job Skills: KPI tracking, Outbound operations, Performance evaluations, Reporting and analysis, sales, Team management, Workforce planning
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