Senior Call Centre Sales Manager

CallForce; Johannesburg; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading BPO company is seeking a Snr Call Centre Sales Manager in Johannesburg. This role involves leading operational teams, managing service delivery, and analyzing performance to exceed targets. The ideal candidate should have at least 3-5 years of experience in contact center operations, strong leadership skills, and proficiency in English. Competitive salary and growth potential are offered.

Qualifications

• Min 3-5 years contact Centre operations management experience.
• Experience in BPO a strong advantage.
• Proven track record in meeting and exceeding deliverables.

Responsibilities

• Lead, develop, motivate operational teams.
• Manage the Contact Centre workforce and supervisory team.
• Ensure optimal service delivery through scheduling and continuous process improvement.
• Coordinate training on new or revised service information.
• Develop rewards and recognition programs.
• Assist in forecasting resource requirements and recruitment.
• Review internal systems for operational efficiency.
• Ensure timely resolution of customer issues.
• Analyze data to improve sales and service quality.
• Manage operating budgets.
• Deliver regular reports on performance.

Skills

Excellent communication skills

Persuasiveness

People management skills

Leadership skills

Tenacity

Negotiation skills

Stress tolerance

Effective time management

Education

Matric

English language proficiency

Job description

Snr Call Centre Sales Manager

Provide leadership over multiple campaigns in a rapidly growing BPO operation, whilst achieving service levels in compliance with company directives. The successful candidate should be able to deliver exceptional results, providing differentiation in a highly competitive sector.

Duties and responsibilities

• Lead, develop, motivate, operational teams
• Manage the Contact Centre workforce. motivate and manage supervisory team
• Ensure optimal service delivery through scheduling and continuous process improvement.
• Coordinate training on new or revised information relating to services, products or processes of projects.
• Develop rewards and recognition incentives / programs.
• Assist in forecasting resource requirements and ensure that recruitment campaigns are carried out in a timely manner to ensure sufficient resources are in place to achieve agreed contact centre service, sales and quality targets.
• Continually review internal systems, procedures and processes to ensure resource and operational efficiency, and make appropriate recommendations for any required changes.
• Ensure all customer questions and complaints are resolved in a timely manner
• Brainstorm with the team around issues or challenges that may hinder optimum performance and give recommendations to improve performance.
• Handle employee related issues: monitoring attendance, punctuality, and leave.
• Analyze data to determine operational trends and provide solutions to increase sales, service and quality levels in order to achieve and exceed targets and KPAs.
• Set up and manage performance measures.
• Deliver daily, weekly, and monthly reports.
• Manage operating budgets.
• Effective client interface, able to effectively deliver on stringent SLAs

Education and Experience

• Matric
• English language proficiency
• Min 3-5 years contact Centre operations management experience
• Experience in BPO a strong advantage
• Proven track record in meeting and exceeding deliverables

Key Competencies and Skills

• Excellent communication skills
• Persuasiveness
• People management skills
• Leadership skills
• Tenacity
• Negotiation skills
• Stress tolerance
• Effective time management