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Johannesburg: Senior Call Centre Sales Manager posted by CallForce

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Job Description

About the Role

CallForce is seeking an experienced Senior Call Centre Sales Manager to lead multiple campaigns in our rapidly growing BPO operation. The successful candidate will be responsible for delivering exceptional results, providing differentiation in a highly competitive sector, and ensuring service levels comply with company directives.

Key Responsibilities

  • Lead, develop, motivate, operational teams
  • Manage the Contact Centre workforce and supervise 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 timely recruitment campaigns
  • Continually review internal systems, procedures, and processes to ensure operational efficiency and make recommendations for 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 provide recommendations to improve performance
  • Handle employee-related issues, including monitoring attendance, punctuality, and leave
  • Analyze data to determine operational trends and provide solutions to increase sales, service, and quality levels
  • Set up and manage performance measures
  • Deliver daily, weekly, and monthly reports
  • Manage operating budgets
  • Effectively deliver on stringent SLAs

Requirements

  • Matric
  • English language proficiency
  • Min 3-5 years contact centre operations management experience
  • Experience in BPO is a strong advantage
  • Proven track record in meeting and exceeding deliverables

Qualifications

No formal education or certifications are required for this role.

Salary & Benefits

Salary details will be discussed during the interview process.

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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.

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This information provides general career guidance. Actual salaries and requirements vary by employer.



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