Contact Centre / Head Of Contact Centre Sales Manager

Brendmo Chartered Accountants; Gauteng; On-site; ZAR 48,000 - 72,000; Full time

Job summary

A dynamic consultancy firm seeks a Contact Centre Manager to lead its operations in South Africa. This pivotal role involves overseeing a team, driving performance, and ensuring exceptional customer service in a fast-paced environment. The successful candidate will possess strong leadership skills and relevant experience in the call centre and life insurance sectors. Additional certification in Call Centre Management is advantageous, making this a fantastic opportunity for an experienced manager to impact expatriate communities significantly.

Benefits

Paid annual leave

Funeral insurance

Car loan

Override commission

Qualifications

• Minimum 5 years in call centre management.
• Experience in Life Insurance Sales / Call Centre environment.
• Formal RPL records supported.

Responsibilities

• Leading a team to deliver exceptional customer service.
• Developing strategies for performance improvement.
• Managing budgets and resources effectively.

Skills

Leadership

Communication

Data Analysis

Strategic Vision

Microsoft Office Suite

Education

University or Technikon Degree

Certificate in Call Centre Management (SA NQF Level 6)

Job description

Job brief: Destiny Finance Ltd t / a Diaspora Insurance is a consultancy firm based in Birmingham, United Kingdom, that specialises in the designing, marketing, and distribution of insurance products & risk management solutions targeted at foreign nationals living and working in developed markets like the UK, EU, North America, Canada, Australia & New Zealand.

You will be joining a dynamic and ambitious firm focused on making a significant impact on expatriate communities in managing their insurable risks.

About the Role

In this leadership role, you'll be responsible for the Contact Centre's overall success, ensuring it delivers exceptional customer service and achieves all sales and service targets.

You'll oversee daily operations and develop strategic initiatives for the contact centre. Your responsibilities include:

1. Leading a Team of Champions: Recruiting, training, coaching, and motivating call centre agents to deliver excellent sales performance and customer service.
2. Driving Performance: Developing and implementing strategies that align with company goals, analyzing call data to identify improvement areas, and boosting customer satisfaction and sales.
3. Operational Excellence: Managing staff scheduling, performance, and quality assurance processes to ensure smooth daily operations.
4. Staying Ahead of Trends: Keeping up with call centre innovations to optimise efficiency.
5. Resource Management: Managing budgets and resources effectively.
6. Strategy: Driving CRM and call centre strategies.

To be successful, you need:

• Education: University or Technikon Degree, or at least 8 years of practical experience in Life Insurance Sales / Call Centre environment, supported by formal RPL records.
• Additional Certification: A Certificate in Call Centre Management (SA NQF Level 6) is advantageous.
• Experience: Minimum 5 years in call centre management with a proven success record.
• Skills: Strategic vision, leadership, communication, data analysis, and proficiency in Microsoft Office Suite. Willingness to learn new technologies.

Additional Details

Job Types: Permanent

Benefits include: Paid annual leave, funeral insurance, car loan, basic salary plus override commission.

Working Hours: 45 hours per week, operating a 24-hour call centre as per rota.