Call Centre Manager - Midrand

Industry: Other / Job Expires: 2018-04-30 21:32:37 / Location: Gauteng

MAIN PURPOSE OF THE JOB 

• To define and drive the execution of the Sales Strategy in the Call Centre, achieving profitability targets. 
• To supervise and energise a team of Call Centre Supervisors, in order for the Call Centre to function effectively and profitability 

NO. OF SUBORDINATES 

4 

LOCATION 

Midrand 

Minimum Education 

• Graduate with finance major (B.Com) or NQF level 6 Qualification 
• Relevant FAIS accredited 

MINIMUM EXPERIENCE 

• 5 years Sales/Telesales experience, with at least 2 years in a supervisory role 
• Previous Financial Services industry experience will be advantageous (Product s or Insurance). 

CRITICAL COMPETENCIES 

Knowledge of Process: 

• Telesales process 
• Product processes 
• Risk Management process 
• Planning and Organising 
• HR Management processes 
• Business Process design (process literate) 
• Business understanding of ITC technologies & capabilities 

Knowledge of Technology:

• Company platforms and systems related to Telesales. 
• Microsoft Office Suite:: Microsoft Word, Excel, Outlook 

Knowledge of Product:

• Company Product knowledge 
• Business Acumen 

Knowledge of Industry:

• Understanding of loan products features and benefits 
• Compliance rules and regulations 
• Financial Management for non - financial managers 

ADDITIONAL COMPETENCIES 

• Demand Rostering 
• Telesales 
• Computer Literacy 
• Sales Reporting 

BEHAVIOURAL ATTRIBUTES 

• Drives Execution 
• Strategic Perspective 
• Change Management 
• Customer Service and Customer Centricity 
• Communication 
• Proactive problem solving / Analytical & Critical Thinking 
• Results/ Target Orientated 
• Professionalism & Integrity 
• Learning Orientation 

SPECIAL REQUIREMENTS 

Clear criminal record 

KEY PERFORMANCE INPUTS / ACTIVITIES 

Sales Strategy developed and implemented 

• Give input to the development of sales strategies, policies and procedures and implement when agreed. Coordinate with business campaigns and marketing actions. 
• Develop and implement operating plans in line with sales strategies, policies and procedures. 
• Ensure that the Call Centre Supervisors implement the operational plans which emanate from the Sales Strategy. 

Call Centre Profitability 

• Translate business growth targets into sales targets (qualitative and quantitative)) for the area and integrate with other business areas in order to achieve sales targets. 
• Optimize Outbound Sales channel performance by:: 
• Enhancing the capability of the Sales Agents 
• Liaising with Product, Marketing and Sales as the custodian of the direct fulfilment channel 
• Manage Sales activities in line with agreed performance measures and operating budgets 

Risk Management 

• Ensure compliance with customer sales policies, procedures and operating, plans, highlight operational risks and controls, and proactively take relevant action. 

Customer Service & Branding 

• Ensure that the C all Centre processes reflect best practice in terms of customer focussed design, as well as reflecting the company values. 
• Deal with escalated client issues as a last resort 
• Treat all customers fairly at all times 

Reporting and administration 

• Produce accurate and timeous presentations, reports and analysis on Telesales, customer satisfaction results and operational activities where required. 
• Collecting/capturing all required documentation and information. 
• Presenting call centre periodic reviews and reports to executives. 

Staff and Talent Management 

• Management of the team according to HR Best Practice and Policies:: recruitment, induction, task setting and delegation, performance management, development planning, managing staffing capacity, succession planning, rewards & recognition and employee relations issues. 
• Identify training and coaching needs for team members and conduct coaching with Supervisors/Team Leads to sustain ongoing growth and development of staff 
• Conduct communication sessions in respect of teamwork, effectiveness, department performance, general information, new and strategic initiatives. 
• Attend to and resolve all staff related issues. 
• Ascertain all people administrative matters are effectively handled. 
• Role model and reinforce the AB values and ethics. 

Learning and Growth 

• Own development plan and actively drive learning. 
• Continuous learning on company techniques, products, processes, policies and procedures – related to their job function. 
• Continuously develop sales, interpersonal, self - management and EQ qualities and capabilities. 
• Proactively investigating options that will support their learning goals through activities such as self - study and formal training.