Call Centre Manager

Job Title: Outbound Sales Call Centre Manager

To lead, manage, and ensure the effective and efficient operation of the Outbound Sales Call Centre. Implement divisional strategy, policies, and procedures to achieve set goals such as revenue targets, quality, compliance, people development, and performance management through innovative solutions.

Key Responsibilities:

1. Meet and exceed stipulated financial targets related to managed campaigns.
2. Achieve primary sales key performance metrics across a balanced scorecard, including people, process, financial, and stakeholder metrics.
3. Manage joint business objectives in collaboration with Quality, Compliance, HR, IT, and Client stakeholders within defined service levels.
4. Optimize operational productivity outputs according to campaign performance plans.
5. Manage operational expenditure within agreed budgets.
6. Oversee daily management of the Call Centre, utilizing resources effectively.
7. Manage resources, recruitment, and performance within the Call Centre.
8. Apply tactical insights into Campaign & Dialer management frameworks to support operational execution.
9. Champion improvements in sales operational processes.
10. Ensure understanding of productivity and capacity management outcomes in an outbound sales environment.
11. Communicate effectively both verbally and in writing.
12. Engage with internal and external stakeholders.
13. Manage projects and their implementation.
14. Utilize Microsoft Office tools, especially Excel.
15. Ensure compliance with standards such as the National Credit Act, POPIA, FAIS, TCF, BCEA, Consumer Protection Act, and internal codes of conduct.

Additional Responsibilities:

• Campaign management
• People and performance management
• Quality assurance and compliance
• Reporting and data management
• Systems management

Desired Skills and Experience:

• Experience in call center performance management and management systems
• 2 to 5 years of experience as a Call Centre Supervisor
• Proficiency in reporting and system support

Qualifications:

• Diploma or higher qualification

About the Employer:

An established Call Center, BPO, and CX organization.