Contact Centre Manager Sales

The Travel Corporation; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading travel company is seeking a Contact Centre Manager in Johannesburg to manage operations while driving sales performance. Key responsibilities include setting sales targets, improving sales processes, ensuring effective use of CRM systems, and providing excellent customer service. Candidates should have over 3 years of contact centre management experience, strong leadership skills, and a background in the travel industry. This full-time position offers the opportunity to lead a dynamic sales team.

Qualifications

• 3+ years of experience as a contact centre manager.
• 3 years of sales & service centre management experience.
• Experience in the Travel and Tourism industry is an advantage.

Responsibilities

• Establish and monitor sales targets based on company goals.
• Evaluate and refine sales processes for efficiency.
• Ensure effective CRM usage for tracking customer interactions.
• Prepare reports on sales performance and key metrics.
• Provide high-quality customer service and resolve issues.
• Collaborate with other departments to align sales messaging.
• Design incentive programs to motivate staff.
• Analyze customer feedback to adjust strategies.
• Provide ongoing coaching and performance evaluations.

Skills

Leadership skills

Data analysis

Communication skills

Sales process improvement

CRM proficiency

Tools

CRM software

Contact centre technology

Job description

Position Summary

Contact Centre Manager with a focus on sales duties plays a key role in managing the operations of a contact centre while driving sales performance.

Leading and motivating a sales team, setting and achieving sales targets, developing sales strategies, and ensuring high customer satisfaction through effective sales processes and training.

Key Responsibilities

• Sales Target Setting and Monitoring: Establish sales targets for the team based on company goals and objectives. Track and monitor sales performance regularly, ensuring the team meets or exceeds set targets. Analyse performance data to identify areas for improvement and ensure strategies are aligned with overall sales goals.
• Sales Process Improvement: Evaluate and refine the sales processes and strategies used by the team to maximize efficiency and close rates. Identify bottlenecks in the sales process and work to resolve them, ensuring smooth customer interactions and faster sales cycles. Implement sales automation tools and technologies to improve agent efficiency and streamline the sales process.
• Customer Relationship Management (CRM): Ensure the team uses CRM software effectively to track customer interactions and follow up on leads. Maintain accurate records of customer contact information, sales opportunities, and completed sales. Develop strategies for upselling and cross-selling based on customer history and needs.
• Sales Reporting and Analysis: Prepare regular reports on sales performance, including key metrics such as conversion rates, average deal size, and overall revenue generation. Analise sales data to identify trends, challenges, and opportunities for growth. Provide actionable insights to senior management for strategic planning.
• Ensure high-quality customer service: balance sales and customer relationships, resolving issues that may affect sales or loyalty, promoting a customer‑centric approach, and aiming for repeat business and long‑term relationships.
• Collaborate internally: work with marketing, product development, and other departments to align sales messaging; coordinate with HR for hiring and training; coordinate with operations to set realistic targets.
• Sales Incentives and Motivation: Design and implement incentive programs, foster a supportive environment encouraging individual and team success.
• Customer Feedback and Strategy Adjustment: Collect and analyse feedback, adjust strategies to remain competitive; collect feedback to identify product improvement opportunities.
• Training and Development: Provide ongoing coaching, conduct performance evaluations and identify improvement areas.

Ad hoc / General: Perform any other duties as assigned by the Head of Contact Centre.

Qualifications

• 3+ years of experience as a contact centre Manager.
• 3 years of sales & service centre management / supervisor experience.
• Experience in the Travel and Tourism industry is an advantage.
• Proficiency in CRM software and contact centre technology.
• Strong data analysis and reporting skills.
• Excellent leadership and team management skills.
• Strong problem‑solving and decision‑making abilities.
• Exceptional communication and interpersonal skills.
• Ability to manage multiple priorities in a fast‑paced environment.
• Experience in developing KPIs and their management.
• Motivating and results‑driven leadership, fostering collaboration across the organisation.

Employment Details

Seniority level: Mid‑Senior level

Employment type: Full‑time

Job function: Customer Service and Sales

Industries: Travel Arrangements, Referrals

Location: Johannesburg, Gauteng, South Africa