Team Manager: Sales Call Centre for Mweb | Remote SA

Mweb currently has a vacancy for Sales Team Manager who, reporting to the Sales Call Centre Manager, will be responsible for the management of a team of sales agents to acquire new customers through the Inbound or Outbound Sales Call Centre and up-selling existing customers to a variety of Mweb core products

Job Output:

Revenue and efficiency

• •Ensure that the team and the agents key sales performance targets are met in line with business requirements
• •Ensure team and agents quality standards are met and that a high standard of quality is achieved and maintained
• •Set and maintain production standards and targets in line with departmental requirements
• •Meet team efficiency targets as per KPA requirements for department

People management

• •Identify training needs and ensure adequate training and coaching takes place
• •Foster an environment that encourages and rewards innovation and challenges current methodologies, with a view to improve operational efficiencies across the business
• •Manage, track and improve team’s absenteeism in line with required targets and Company processes, ensuring that consistency is applied
• •Manage staff attrition levels and promote staff engagement by ensuring adequate measures are in place to improve the culture in the department
• •Conduct regular performance reviews in line with department and Company policies and procedures
• •Identify and manage behavior in line with prescribed legislation and Company policies and procedures
• •Assist in the recruitment process by conducting interviews with short-listed candidates

Customer service

• •Attend to all escalated matters from agents and/or customers to ensure customer satisfaction is maintained
• •Promote excellent customer service orientation within team of agents and across the wider business
• •Improve customer experience and service delivery statistics

Motivation

• •Initiate and participate in motivational team and departmental activities
• •Ensure all motivational activities are planned and implemented in line with the motivational plan to ensure buy-in from agents
• •Complete motivational tasks within the required timeframes

Quality control

• •Monitor calls and provide relevant feedback for improvement
• •Conduct regular coaching in order to improve quality of service delivery
• •Take appropriate action when quality standards are not met or upheld
• •Administration and reporting
• •Capture required data in order to ensure all systems are up to date and accurate
• •Provide daily, weekly and monthly reports in line with departmental requirements
• •Prepare monthly & quarterly presentations for the management team and provide and share operational feedback and reporting
• •Ensure all documents are completed, signed and approved within the required timeframes.

Requirements

• •Meticulous attention to detail
• •Pro-activity and initiative
• •Judgment/Problem Solving skills
• •Excellent customer service orientation
• •Good Communication and interpersonal skills
• •Able to meet deadlines
• •Excellent telephonic etiquette
• •Advanced computer literacy skills
• •Customer service experience
• •Sales Coaching and Mentoring
• •Leading with Influence
• •Change management
• •Excellent Numerical and Verbal reasoning

Qualifications

• •Fluent in English
• •Matric/ Grade 12 certificate

Experience:

• •Working knowledge of sales back end processes a must
• •Working knowledge of sales back end processes a must
• •Database and capturing experience preferred
• •Customer service experience
• •Knowledge of MS Office
• •Must have experience with Excel (reporting) and PowerPoint (presentation)
• •Minimum 5 -years administration in a call centre environment and/or call centre experience essential