Sales Support Team Manager

Telebest; Cape Town; On-site; ZAR 300,000 - 420,000; Full time

Job summary

A leading recruitment firm is looking for a Sales Support Team Manager based in Cape Town. The ideal candidate should have over 4 years of experience in a call center environment, be fluent in English, and possess strong customer service skills. The role involves managing team performance targets, conducting training, and enhancing customer experience. This position offers a dynamic work environment focused on innovation and staff engagement.

Qualifications

• 4+ years of administration experience in a call centre environment.
• Call centre experience is essential.
• Matric qualification.
• Knowledge of sales back-end processes.

Responsibilities

• Ensure that the team's performance targets are met.
• Conduct regular performance reviews according to company policies.
• Improve customer experience and service delivery statistics.
• Identify training needs and ensure adequate training and coaching takes place.
• Foster an environment that encourages and rewards innovation and challenges current methodologies, to potentially improve operational efficiencies across the business.
• Manage staff attrition levels and promote staff engagement by ensuring adequate measures are in place to improve the culture in the department.
• Conduct regular performance reviews in line with department and Company policies and procedures.
• Assist in the recruitment process by conducting interviews with candidates.
• Attend to all escalated matters from agents or customers to ensure customer satisfaction is maintained.
• Improve customer experience and service delivery statistics.
• Initiate and participate in motivational team and departmental activities.

Skills

Fluent in English

Customer service experience

Knowledge of sales back-end processes

Knowledge of the ISP industry and products

Education

Matric

Job description

Our client has an opportunity available for a Sales Support Team Manager based in Cape Town.

Requirements

• Fluent in English.
• Matric
• 4+ years administration in a call centre environment and call centre experience- essential.
• Knowledge of sales back-end processes- essential.
• Knowledge of the ISP industry and products would be advantageous.
• Customer service experience.

Responsibilities

• Ensure that the team and the agents' key performance targets are met in line with business requirements.
• Ensure team and agents' quality standards are met and that a high standard of quality is achieved and maintained.
• Set and maintain production standards and targets in line with departmental requirements.
• Identify training needs and ensure adequate training and coaching takes place.
• Foster an environment that encourages and rewards innovation and challenges current methodologies, to potentially improve operational efficiencies across the business.
• Manage staff attrition levels and promote staff engagement by ensuring adequate measures are in place to improve the culture in the department.
• Conduct regular performance reviews in line with department and Company policies and procedures.
• Assist in the recruitment process by conducting interviews with candidates.
• Attend to all escalated matters from agents or customers to ensure customer satisfaction is maintained.
• Improve customer experience and service delivery statistics.
• Initiate and participate in motivational team and departmental activities.