Roodepoort: Call Centre Manager- Outbound posted by Fundi Capital Pty Ltd

About the Role

The Call Centre Manager will lead and oversee the call centres sales operations with the goal of driving business growth and customer engagement. The role is responsible for managing a team of sales consultants to achieve sales targets, improve lead conversion rates, increase call volumes, and maximise cross-selling and up-selling of Fundi solutions.

Key Responsibilities

• Meeting or exceeding defined sales targets
• Improving the conversion rate of qualified leads
• Identifying and implementing opportunities to support the team and increase departmental performance
• Fostering the Fundi culture and values for the entire sales team
• Departmental meetings that are aimed at reminding consultants of all operational requirements and policies
• Ensuring implementation of PIP to enhance performance Ensure all consultants have their individual development plan
• Ensuring all calls and processes comply with legal and industry specific regulations, including data privacy and lending standards
• Identifying, monitoring, and addressing potential risks in customer interactions
• Monitoring KPIs such as average handling time (AHT), calls per agent, call abandonment rates, etc.
• Optimizing schedules, shifts, and workloads to maximize productivity
• Managing operational expenses without compromising service quality
• Providing ongoing training, coaching, and feedback to improve agent performance
• Implementing incentive programs to keep the team motivated and engaged
• Conducting regular performance reviews and addressing underperformance promptly
• Utilizing CRM tools, dialer systems, and other technology to enhance productivity
• Continuously improving processes to reduce inefficiencies and enhance service delivery
• Using data insights to contribute to business strategy and decision-making
• Collaborating with sales, marketing, compliance, and other departments to align goals and ensure consistency
• Communicating effectively with senior leadership and stakeholders about performance and strategic initiatives
• Attending external courses / sales workshops
• Registering for a course/programme which is focused on self-empowerment and career growth

Requirements

### Qualifications & Experience

• 3 5 years experience in sales, with at least 3 years in a managerial role within a call centre or sales-driven environment.
• 3 years Diploma in Sales and Marketing.
• Having fulfilled a sales role.
• Understanding of targets and commission model.
• Certificate in Call Centre Management, Sales Management, or equivalent.

Competencies

• Excellent communication and interpersonal skills.
• An understanding of commercial principles.
• Ability to self-manage.
• Ability to work closely with management.
• Ethical and transparent.
• Understanding of sales environment.
• Proficiency in CRM software, dialer systems, and advanced data analytics.
• Strategic thinking, conflict resolution, and decision-making.
• Strong problem-solving skill.

Salary & Benefits

Salary details not specified.