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    • Sales & Service Centre Manager - Germiston - ICT Engage

    ICT Engage
    ICT Engage Germiston

    6 days ago

    Default job background
    Description

    Mission and Objectives

    This position plays a crucial role in driving key performance areas, ensuring the successful execution of financial, customer, operational, and learn and grow responsibilities.

    The ideal candidate will possess exceptional technical skills, strong leadership abilities, and a keen eye for detail. They will be responsible for overseeing multiple channels, managing teams, and making informed decisions to drive business growth.

    Key Performance Areas include:

    • Financial: Achieve agreed milestones on Outbound campaigns while keeping expenses within budget.
    • Customer: Oversee customer interactions across multiple channels to maintain mandated service levels standards (SLAs within SOP) and support market share objectives.
    • Operational: Drive Team Leaders and Consultants to achieve operational excellence through ongoing training and utilisation of systems (Salesforce, Mitel, Sage Evolution), company platforms, and processes (SOPs).
    • Learn and Grow: Enable Sales & Service Centre staff to perform competently according to company SOPs and identify talented staff for development and retention.

    Responsibilities

    Financial Responsibilities

    • Drive successful Outbound campaigns to support broader sales initiatives.
    • Control Expense Budget and keep operational expenses within the annual budget.
    • Act on reported losses due to transactional and processing errors.
    • Improve and QA new SOPs where relevant.

    Customer Responsibilities

    • Take friction out of the Sale process to reduce NOISE.
    • Oversee 100% uptime on multiple inbound and outbound channels.
    • Take overall responsibility for fast and accurate responses to customers.
    • Instruct Marketing Department to issue surveys quarterly to stakeholders to rate service delivery standards.
    • Oversee excellent customer service standards and receive QA scores on all Consultants.
    • Set and oversee customised performance metrics for each channel.

    Operational Responsibilities

    • Ensure the Sales & Service Centre is competently staffed at all times.
    • Recruit Consultants within ideal specifications.
    • Manage employee onboarding process and probationary clauses.
    • Oversee Consultant training, issue logs, adhoc requirements, and SLA action statistics.
    • Day-to-day Queue SLAs, weekly and monthly report analysis, and actioning.

    Learn and Grow Responsibilities

    • Team Development: Conduct Skills Audits, implement training plans, motivate and lead by example, and manage talent identification and retention.
    • Performance Management: Conduct Probationary Reviews, KPI reviews, and disciplinary actions when required.
    • Housekeeping: Maintain professional corporate image, ensure staff appearance and conduct, provide necessary tools, participate in ad hoc projects, monitor workflow, and escalate health and safety risks.

    Requirements

    • DECISION MAKING CRITERIA:
    • Staff Activities: Authorise leave, sign off expenses, recruit new employees, authorise disciplinary action, and overtime.
    • Sales & Service Centre Operational Activities: Capex/Opex equipment replacement up to R5,000 if within budget.
    • MINIMUM REQUIREMENTS/QUALIFICATIONS AND/OR EXPERIENCE:
    • Matric certificate, tertiary diploma or degree with a focus on Operations or General Management, 5 years of operational experience, and 3 years of Sales & Service Centre Management/Supervisor experience.
    • Fully competent with Salesforce, Sage Evolution, and Mitel/CCKWeb, and at least 3 year of working experience.

    BENEFITS

    • R50k - R60k Per month depending on experience.
    • Medical Aid.
    • Pension.
    • Dynamic, fast-paced environment.
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Germiston