Sales Operations Specialist (call centre)

Job Description

The Sales Operations Specialist will play a crucial role in driving business growth through effective sales forecasting, process improvement, and data analysis.

Responsibilities

1. Sales Forecast:
   • Develop strategies to increase customer base.
   • Implement and manage incentives.
   • Provide accurate sales forecasts.
   • Forecast staffing needs and plan data for campaigns.
   • Stay updated with market advancements.
2. Stakeholder Management:
   • Manage relationships with key stakeholders across various business units.
   • Collaborate with IT, BI, operations, and commercial teams to ensure timely and budget-friendly solutions.
3. Operations and System Management:
   • Oversee contact center processes from pre-sale to post-sale.
   • Manage systems and tools for optimal functionality.
   • Collaborate with internal teams to leverage data for decision-making.
   • Implement strategies for process improvement and performance optimization.
4. Training:
   • Manage sales trainers and coaches.
   • Analyze team performance to determine training needs.
   • Monitor and evaluate training effectiveness.
   • Identify areas for development and implement performance enhancement strategies.
5. Reporting:
   • Monitor leave reports to ensure adequate staffing.
   • Generate performance reports to identify trends and opportunities.
   • Provide updates on key performance indicators.
   • Analyze contact center data for optimization and process improvement.
6. Data Analysis:
   • Conduct regular data clean-up and update contact information.
   • Analyze customer feedback and satisfaction scores.
   • Use data analytics to optimize contact center operations.
   • Identify trends and patterns for call campaigns and revenue strategies.

Qualifications

• Matric certificate
• A relevant FAIS qualification (RE1 and/or RE5 advantageous)
• 5 years of leadership experience in an insurance sales contact centre environment
• Knowledge and skills in CRM and call center software
• Advanced proficiency in MS Office (Word, Excel, PowerPoint, Outlook)
• Strong written communication, with experience in reports and presentations

Mr Price Group Limited is an equal opportunity employer and is committed to Employment Equity.