Sales Support Manager (Call Centre Operations) Mr Price Money

The Sales Support Manager (Contact Centre) will play a crucial role in driving business growth through effective sales forecasting, process improvement, and data analysis.
Sales Forecast: Implement incentives and manage incentive reconciliation Providing accurate sales forecasts and forecasting staffing needs Keeping up to date with advancements in the market Stakeholder management: Management of key stakeholder relationships across various business units and internal and external teams to drive contact center efficiency and customer satisfaction.
Operations and system management: Ensuring that project plans are commercially viable and monitoring implementation and maintenance to guarantee customer satisfaction and business profitability.
Oversees and manages all systems and tools used in contact center operations to ensure optimal functionality and efficient use of resources.
Develops and implements strategies for process improvement and performance optimization to ensure that the contact center operations remain agile, efficient, and customer-centric Training: Manages and oversees the sales trainers and sales coaches, analyzing team performance to determine training needs and scheduling training sessions as required.
Monitors and evaluates the effectiveness of training initiatives to ensure that they are addressing the identified skills gaps and driving improvements in sales team performance.
Reporting: Reviews and analyses contact center data to identify opportunities for optimization and process improvement, such as call volume trends, average handling time, and first contact resolution rates.
Data Analysing: Conducts regular data clean-up to maintain the accuracy and completeness of contact information.
Analyses and interprets customer feedback, surveys, and customer satisfaction scores to identify areas for improvement and inform decisions on process changes or product enhancements.
Analyses contact center data to identify trends and patterns, such as optimal times for call campaigns or opportunities for cross-selling and upselling.
Identifying the most effective data sources and maximizing conversion rates.
Grade 12 A relevant undergraduate qualification (diploma or degree preferably in Business Management) RE1 and RE5 qualification 5-7 years of experience in contact center management Experience in sales administration and training & analytics in Insurance, Credit and Telco products (advantageous) Advanced proficiency with computers and computer software, including experience with customer relationship management (CRM) systems and call center management software Strong written communication skills, with experience in creating reports and presentations