Senior Call Centre Sales Manager

CallForce; Johannesburg; On-site; ZAR 300,000 - 500,000; Full time

Job summary

A leading company in the BPO sector is seeking a Contact Centre Manager to oversee multiple campaigns. The successful candidate will drive team performance and operational efficiency while ensuring outstanding service delivery. With a focus on leadership and process enhancement, this role offers a chance to impact in a competitive sector significantly.

Qualifications

• Minimum 3-5 years of contact centre operations management experience.
• Experience in BPO is a strong advantage.
• Proven track record in meeting and exceeding deliverables.

Responsibilities

• Lead, develop, motivate, and manage operational teams.
• Ensure optimal service delivery through scheduling and continuous process improvement.
• Resolve customer questions and complaints promptly.

Skills

Leadership

Operational Management

Team Management

Process Improvement

Data Analysis

Education

Matric

Job description

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 :

1. Lead, develop, motivate, and manage operational teams.
2. Manage the Contact Centre workforce and supervise the team.
3. Ensure optimal service delivery through scheduling and continuous process improvement.
4. Coordinate training on new or revised information related to services, products, or processes of projects.
5. Develop rewards and recognition incentives/programs.
6. Assist in forecasting resource requirements and ensure timely recruitment to meet contact centre service, sales, and quality targets.
7. Review internal systems, procedures, and processes for resource and operational efficiency, and recommend changes as needed.
8. Resolve customer questions and complaints promptly.
9. Collaborate with the team to address issues hindering performance and suggest improvements.
10. Handle employee-related issues, monitor attendance, punctuality, and leave.
11. Analyze data to identify operational trends and implement solutions to increase sales, service, and quality levels to meet and exceed targets and KPIs.
12. Establish and manage performance metrics.
13. Deliver daily, weekly, and monthly reports.
14. Maintain effective client interface and deliver on stringent SLAs.

Education and Experience :

• Matric
• Min 3-5 years of contact centre operations management experience
• Experience in BPO is a strong advantage
• Proven track record in meeting and exceeding deliverables