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Call Centre Manager - Midrand

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

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  • 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 




Minimum Education 

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


  • 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). 


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 


  • Demand Rostering 
  • Telesales 
  • Computer Literacy 
  • Sales Reporting 


  • 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 


Clear criminal record 


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. 
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