Main purpose

To lead, inspire and engage the team in delivering industry leading sales through business KPI’s to increase the profitability of the business, remaining committed to treating customers fairly. Also to determine and implement business plans and objectives in line with the contact centre strategy and ensure operations are delivered profitably, in excess of financial plans and within the financial budget.
Key responsibilities:
General/Training/Staffing
• Ensure call center staffing stays at optimum levels all the time
• Work with HR & Recruitment & Training to ensure we hire and develop Top sales talent
• Coordinate staff recruitment, load requirements on TAMS
• Call Centre must have a full staff compliment as agreed at all times
• Ensure all scorecards are in place and all levels have a clear understanding of deliverables
• Ensure the 5 People Promises is adhered to.
• Daily reviewing the performance of staff, identifying training needs and plan training sessions where required
• Coaching, motivating and ensuring reward and incentive schemes are consistent and will facilitate retaining staff - Recognize and rewards at all the time – not only in official sessions
• Ensure team leaders perform day to day activities as detailed in the team leader operational declaration
• Regularly review PeopleSoft and ensure it is kept up to update, including staff lists, regularization, supervisor changes and billable status
• Continuously engage with Training to ensure teams are properly equipped to perform their function.
• Ensure knowledge assessments are routinely conducted and use the outcomes to determine training needs
• Promote a culture of self-learning and development by pushing teams to use the self-training tools available.
• Keep abreast of the training schedules and ensure staff attend training sessions on time.

Sales / Operations
• Develop and promote a high performance sales culture by driving teams to generate high quality sales that achieve our client’s targets
• Develop and constantly review the sales plan and take corrective action to ensure we always hit our sales targets.
• Be an ACTIVE Manager, who listens, engages continuously and then responds decisively
• Create and foster a collaborative culture, where there is high staff engagement across all job levels and focus areas
• Liaise with other Group managers, team leaders, operatives and third parties to gather information and resolve issues – complete full report on root cause and distribute to the team
• Leverage and collaborate with all Support departments to achieve your goals.
• Understand the reason for unplanned call spikes and react accordingly – Inform all key stakeholders – (Work Force team, Senior Group and GM)
• Follow up on Trouble Tickets affecting call volumes to ensure that the necessary turnaround times are met - Escalate and notify the team when required
• Log and follow up aggressively any system or IT related issues that affect your team performance
• Identify trends and take corrective action pro-actively
• Ensure no cell phones or eating takes place on the floor
• Uphold the policies and procedures that govern how we use the technology and facilities.
• Drive staff to disposition their calls so that we can understand customer behavior
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Minimum Requirements :
• Grade 12(matric)
• Relevant tertiary qualification
• Minimum 5 year’s experience as Assistant /Deputy /Group manager
• Thorough knowledge of contact center technology
• MS Office at an advanced level (advantageous)
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Skills:
• Strong planning and organizational skills
• Proven ability to manage an outbound sales team
• Proven project management
• Excellent numeracy skills
• Ability to manage people towards target achievement
• Analytical approach
• Excellent people skills
• Ability to coach and/or develop individuals and groups
• Clear and concise communication at all levels with the ability to handle objections
• Knowledge and experience of sales, retention & back office process is critical
• Experience in lead management & lead generation critical

Eligibility Criteria:

• Proven track record of building and maintaining high performing, professional and fun working environments
• Proven management experience in the BPO industry
• Proven management experience in a telesales environment.
• Proven management experience in managing client relationships
• Proven management experience in Telecoms industry
• Proven ability to lead, manage, coach and motivate employees
• Proven ability to achieve multiple targets and manage multiple priorities
• Evidence for delivering results through people management
• Experience of working with Commercial customers in a sales and target focused environment
• Excellent communication and ability to develop a rapport in a variety of situations
• Strong understanding of interpreting MI to inform planning and organization