Call Centre Customer Service and Sales Manager

Overall, Purpose of the Job: To effectively manage the Call Centre Outbound Recon Sales and Client retention teams. Achieving CCC KPI’s and Targets. Dealing with client complaints/queries and management of staff.

Minimum Qualifications and Experience:

• Grade 12
• Tertiary qualification or Internal leadership qualification
• Relevant experience, and proven track record, in Contact Centre with specific focus on Sales and Client Retention min 2 years’ experience of managing a team.
• Call centre management will be an advantage.
• Computer literacy (MS office suite)
  • Advanced excel, Word, Teams, PowerPoint skills
• Code 08 Drivers Licence
• PSIRA registration will be an advantage
• Prior experience of Listener, Qlickview or Qlick sense, Workforce management and Openscape will be an advantage.

Main Duties:

• Manage Moving cancelations and all admin involved
• Manage Reconnection and Relocation Appointment requirements
• Manage adhoc outbound projects and outbound sales
• Manage staffing and labour related KPI’s
• Manage Client Attrition
• Ensure compliance to all SOP procedures
• Compile the summary of all daily, weekly, and monthly reports
• Attend meetings when required and present reporting when needed in meetings
• Ensure all internal and external reporting
• Manage client enquiries and complaints
• Ensure that all staff are trained to required standards
• Ensure that company code of conduct is adhered to
• Drive Customer service excellence
• Interviewing potential candidates for employment with Supervisors on vacant Level 1 and 2 roles
• Work with other leadership Nationally to implement best practice always
• Monitoring /Coaching/Assisting staff
• Manage incoming calls and email answer time service level
• Drive projects to grow the business
• Innovate and implement automation where possible as well as best practice and alignment of practices nationally.
• Ability to handle change management and negativity
• Execute non performance actions to turn it around in getting results
• Ensure KPI’s and Goals are achieved within your influence

Behavioural Competencies:

• Ethical Practice
• Leadership & Navigation
• Business Acumen
• Relationship Management
• Consultation
• Critical Evaluation
• Expert presentation skills
• Administrative
• Advanced communication
• Decision making
• Professionalism
• Project management
• Driven
• Change management
• Passion
• Critical thinking
• Interpersonal / Computer literate
• Numerate
• Planning and executing of plans
• Innovative
• Integrity
• Strategic thinking
• Team player
• Ability to implement and measure projects and results

Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team. Whilst black female candidates will be given priority as per our transformation policy subject to the above criteria.
Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.
Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.