Sales Support Team Manager

Our client has an opportunity available for a Sales Support Team Manager based in Cape Town.Requirements:Fluent in English.Matric4+ 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.