Call Center Sales Manager

Afrique Connection Consultancy; Cape Town; On-site; ZAR 500 000 - 700 000; Full time

Job summary

A consulting firm in Cape Town is seeking a hands-on leader to oversee inbound and outbound sales call center operations. The ideal candidate will have over 5 years of experience in sales call centers and a strong management background. Key responsibilities include monitoring KPIs, coaching teams, and ensuring customer satisfaction. This role requires excellent leadership and communication skills, with preferred experience in financial services or telecoms.

Qualifications

• 5+ years in sales call centers, with 2–3 years in management.
• Hands-on management style, able to work on the floor.
• Track record in achieving sales, conversion, and retention goals.

Responsibilities

• Oversee daily call center operations and workforce management.
• Monitor and improve KPIs (AHT, conversion, adherence, service levels).
• Conduct performance reviews, quality checks, and training sessions.

Skills

Bilingual in English & Afrikaans

Strong leadership skills

Ability to coach teams

Sales performance knowledge

Excellent communication skills

Tools

CRM

Dialers

WFM tools

MS Excel

Job description

Overview

Seeking a hands‑on leader to manage inbound and outbound sales call center operations, drive performance, coach teams, and ensure customer satisfaction.

Key Responsibilities

• Oversee daily call center operations and workforce management.
• Monitor and improve KPIs (AHT, conversion, adherence, service levels).
• Lead, coach, and motivate team leaders and agents.
• Conduct performance reviews, quality checks, and training sessions.
• Ensure compliance with POPIA, GDPR, and company policies.
• Prepare performance reports and implement improvement strategies.
• Foster a high‑performance, positive culture.

Requirements

• Bilingual in English & Afrikaans.
• 5+ years in sales call centers, 2–3 years in management.
• Strong knowledge of KPIs, sales performance, and call center systems.
• Proficient in CRM, dialers, WFM tools, and MS Excel.
• Excellent leadership, coaching, and communication skills.
• Hands‑on management style, able to work on the floor.
• Track record in achieving sales, conversion, and retention goals.
• Preferred experience in financial services, telecoms, insurance, etc.