Proposed Job Title: Level 2 Call Centre Sales Supervisor - Outbound Reconnections
Reporting to: CCC Outbound Sales and Client Retentions Manager
Job Summary InformationFunction: Ensure every moving client of FADT is assisted according to the required process. Achieve the required appointment numbers for Reconnections and Relocations.
Sub-Function: Support business partners in improving their reconnection rate.
Job Purpose: Drive Reconnection and Relocation appointments to improve the business reconnection rate. Maintain a healthy customer base in line with Reconnection and Relocation targets. Ensure the moving process, SOPs, and practices are followed and adhered to. Ensure all existing clients receive exceptional service at all times. Drive the team to achieve these results.
Job Level Summary InformationImpact: Playing a vital role in assisting to improve Business Recon Rate and Attrition.
Min Requirement: Grade 12Customer Service experience is essential.Admin skillsUnderstanding of Call Centre policies and practices.Sales experience.Proven experience in driving results and exceeding targets.Managing a team or Supervisory experience will be advantageous.Computer Literate (MS Office, advanced Excel, PowerPoint)Listener experience advantageous.Other required Attributes: Integrity and trustAction orientatedBusiness AcumenAttention to detailTime ManagementDrive for resultsStrong Interpersonal skills and managerial skills and able to handle conflict professionallyKnowledge of a broader spectrum of cold calling and selling.Able to work under pressure, Target driven, Self-motivated and InnovativeAccurate updating of reportsOutstanding communication and negotiation abilities as well as Proficient in EnglishAttention to detail and High energy levelsKnowledge of performance evaluation procedureAbility to multi-task and Skilled in handling Objections telephonicallyPeople and Productivity Management:Manage a dedicated team of Outbound Sales AgentsKeep track of attendance, daily, weekly, and monthly statistics. Paid time off, sick days, and annual leave taken.Motivate and encourage agents through positive communication and feedback.Hire and on-board new agentsConduct regular performance reviews and arrange training for underperformersEnsure a safe and harmonious working environmentMonitor sales appointments hourly.Monitor Sales queues and track as well as manage turnaround timeEnsure all escalation processes are followed according to agreed procedure for client serviceEnsure all escalation processes are followed according to agreed procedure for QA and OpenscapeDoing hourly, daily, weekly, and monthly reportingManage by walking around. Be visible to answer questions and to ensure ownership of escalations queries, resolutions, and follow-upInvestigate ways to upskill Agents in daily management and call planningCoach and train the sales agents. Assist the business with Campaigns, Pilot (Stop and Knock buddy system) and Projects as and when requiredAssist with level 1 Service level when neededEnsure staff administration is completed daily and is up to date in line with SOPsCustomer service management is needed with customer complaints, queries or reception visits as well for internal and external customersAssist with stats analysis and investigations on business requestEnsure GM target for Moving to App, Like for Like Reconnection and relocations numbers are achieved.Ensure the team does honest and ethical appointment booking in line with company rules. At all times.People/Function Management:Reporting to – CCC Sales Manager
Essential Job ResponsibilitiesHandling of inbound and outbound queries escalated to your level.Ensure correct and effective booking Relocation and Reconnection appointments.Ensure correct cancelling of moving profiles for your area.Ensure great customer service is delivered in your team at all times.Achieve ALL targets examples but not limited to QA, Like for Like, strike rates, GM and KPI's.Assisting in the planning/implementation of new processes/projects/campaigns.Complete Adhoc paperwork/reporting/tasks/functions/requests as required.Work closely within a team to identify/solve queries and staff wellbeing.Ensure Team is logged in as per CCC workforce requirements on OpenscapeEnsure SOP Compliance and AdherenceDevise ways to optimize processes and keep agents motivatedPrepare monthly/annual results and performance schedulesAttend promotions/Training as required on an Adhoc basis off site.Ensure Reporting is completed accurately hourly/daily/weekly/monthly as required.Client billing to be captured correctly activated and maintained.Adhere to all other CCC policies and proceduresEnsure Appointments adherence, sales rules and channel discipline is followed in line with company requirements.Manage the telephonic recon processManage unlink processManage correct NNOD stop and knock processDrive inter-departmental technical liaison regarding installation booking or link up booking, between your team and technical team.Attending meetings, training, conferences and workshops when required.Do today's work today. Do not leave unattended emails for the next day.
#J-18808-Ljbffr