Senior Call Centre Sales Manager

Snr Call Centre Sales Manager

Provide leadership over multiple campaigns in a rapidly growing BPO operation, whilst achieving service levels in compliance with company directives. The successful candidate should be able to deliver exceptional results, providing differentiation in a highly competitive sector.

Duties and responsibilities

• Lead, develop, motivate, operational teams
• Manage the Contact Centre workforce. motivate and manage 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 that recruitment campaigns are carried out in a timely manner to ensure sufficient resources are in place to achieve agreed contact centre service, sales and quality targets.
• Continually review internal systems, procedures and processes to ensure resource and operational efficiency, and make appropriate recommendations for any required 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 give recommendations to improve performance.
• Handle employee related issues : monitoring attendance, punctuality, and leave.
• Analyze data to determine operational trends and provide solutions to increase sales, service and quality levels in order to achieve and exceed targets and KPAs.
• Set up and manage performance measures.
• Deliver daily, weekly, and monthly reports.
• Manage operating budgets.
• Effective client interface, able to effectively deliver on stringent SLAs

Education and Experience

Key Competencies and Skills

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