Contact Centre/ Head of Contact Centre Sales Manager

Brendmo Chartered Accountants; Midrand; On-site; ZAR 300,000 - 500,000; Full time

Job summary

A dynamic consultancy firm seeks a Call Centre Manager to ensure exceptional customer service while driving sales performance. You will lead a large team, develop operational strategies, and manage resources effectively. Candidates should have proven leadership experience in call centres, strong strategic vision, and exceptional communication skills. The role offers a permanent contract, paid leave, and performance-related commission.

Benefits

Paid annual leave

Funeral Insurance Cover

Car loan

Basic salary plus override commission

Qualifications

• Proven track record of managing call centre teams successfully.
• Ability to develop and implement effective call centre strategies.
• Exceptional leadership and people management skills.

Responsibilities

• Lead and motivate call center teams to achieve performance targets.
• Develop and implement call center strategies aligned with company goals.
• Ensure smooth daily operations and manage staff performance.

Skills

Leadership

Data analysis

Communication

Strategic planning

Microsoft Office proficiency

Education

University or Technikon Degree in relevant field

Certificate in Call Centre Management

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 huge impact on expatriate communities in terms of managing their insurable risks.

About the Role:

In this leadership role, you'll be responsible for the Contact Centres overall success, ensuring it delivers exceptional customer service and achieves all sales and service targets. You'll wear many hats, from overseeing day-to-day operations to developing and implementing strategic contact centre initiatives.

You'll be responsible for:

• Leading a Team of Champions: Recruiting, training, coaching, and motivating a large team of call centre agents to provide exceptional sales performance and customer service.
• Driving Performance: Developing and implementing call centre strategies that align with company goals and objectives. Analysing call centre data to identify areas for improvement and implementing programs to boost customer satisfaction and achieve sales targets.
• Operational Excellence: Ensuring smooth day-to-day operations by managing staff scheduling, performance management, and quality assurance processes.
• Staying Ahead of the Curve: Keeping up to date with the latest call centre trends and technologies to optimise efficiency and effectiveness.
  
  
  

Resource Management: Managing call centre budgets and resources effectively to ensure a cost-efficient operation.

• Strategy: Drive CRM and Call Centre strategies.
  
  
  

To be successful, you'll need:

• Education: University or Technikon Degree, or at least 8 years of practical experience in the Life Insurance Sales / Call Centre environment, where this is supported by a formal RPL (Recognition of Prior Learning) record. A Certificate in Call Centre Management (SA NQF Level
• 6) issued by a recognised international body is an added advantage.
• Minimum 5 Years of Call Centre Management Experience: A proven track record of success in leading and motivating call centre teams to achieve ambitious goals.
• Strategic Visionary: The ability to develop and implement call centre strategies that align with the company's overall objectives.
• People Leader: Exceptional leadership and people management skills, with the ability to create a positive and motivating work environment.
• Communication Maestro: Strong communication and interpersonal skills to build relationships with call centre agents, supervisors, and other stakeholders.
• Data-Driven Decision Making: The ability to analyse call centre data and translate insights into actionable strategies.
• Tech Savvy: Proficiency in Microsoft Office Suite and a willingness to learn new call centre technologies.
  
  
  

Job Types: Permanent

Other benefits include:

• Paid annual leave
• Funeral Insurance Cover
• Car loan
• Basic salary plus override commission
  
  
  

Working Hours:

You will be contracted for 45 hours per week. We operate a 24-hour call centre service, and you will be working as per the call centre Rota.