Job Description
Snr Call Centre Sales Manager
Provide leadership over multiple campaigns in a rapidly growing BPO operation, whilst achieving service levels in compliance with company directives. The successful candidate should be able to deliver exceptional results, providing differentiation in a highly competitive sector.
Duties and responsibilities:
- Lead, develop, motivate, operational teams
- Manage the Contact Centre workforce. motivate and manage supervisory team
- Ensure optimal service delivery through scheduling and continuous process
- improvement.
- Coordinate training on new or revised information relating to services, products or
- processes of projects
- Develop rewards and recognition incentives/programs.
- Assist in forecasting resource requirements and ensure that recruitment campaigns
- are carried out in a timely manner to ensure that sufficient resources are in place to
- achieve agreed contact centre service, sales and quality targets
- Continually review internal systems, procedures and processes to ensure resource
- and operational efficiency, and make appropriate recommendations for any required
- changes
- Ensure all customer questions and complaints are resolved in a timely manner
- Brainstorm with the team around issues or challenges that may hinder optimum
- performance and give recommendations to improve performance
- Handle employee related issues. Monitoring attendance, punctuality, and leave
- Analyze data to determine operational trends and provide solutions to increase sales,
- service and quality levels in order to achieve and exceed targets and KPAs
- Set up and manage performance measures.
- Deliver daily, weekly, and monthly reports.
- Manage operating budgets.
- Effective client interface, able to effectively deliver on stringent SLAs
Education and Experience:
- Matric
- English language proficiency
- Min 3-5 years contact Centre operations management experience
- Experience in BPO a strong advantage
- Proven track record in meeting and exceeding deliverables
Key Competencies and Skills:
- Excellent communication skills
- Persuasiveness
- People management skills
- Leadership skills
- Tenacity
- Negotiation skills
- Stress tolerance
- Effective time management
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Other Professions Jobs in Gauteng
Gauteng, the economic hub of South Africa, is home to a diverse range of industries, offering various Other Professions positions for job seekers. Typically, this field encompasses roles such as administrative assistants, human resources specialists, and operations coordinators, among others.
Generally, salaries in the Gauteng region for Other Professions positions tend to fall within broad ranges. For example, an administrative assistant position may command a salary between R300 000 and R500 000 per annum, depending on experience, company size, and industry sector. However, it is essential to note that actual salaries can vary significantly due to factors such as the specific job requirements, the company’s budget, and the individual’s qualifications.
Common skills required for these roles include proficiency in Microsoft Office applications, excellent communication and interpersonal skills, attention to detail, organisational abilities, and analytical thinking. Typically, candidates with a degree in business administration, human resources, or a related field may be well-suited for these positions.
The financial services sector, technology industry, and manufacturing sector are common industries that employ Other Professions roles. These sectors often require professionals who can provide administrative support, coordinate operations, and manage day-to-day activities. The manufacturing sector, in particular, requires skilled coordinators to oversee production processes, manage inventory, and ensure compliance with quality control standards.
Career development opportunities for individuals in this field are generally good, with many companies investing in employee training and development programs. Typically, career progression paths involve moving into senior administrative roles or transitioning into related fields such as human resources management or business administration. With experience and continuous learning, professionals in this field can expect to move into more senior positions or take on leadership roles within their organisations.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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