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 teamsManage the Contact Centre workforce.
motivate and manage supervisory teamEnsure optimal service delivery through scheduling and continuous processimprovement.Coordinate training on new or revised information relating to services, products orprocesses of projectsDevelop rewards and recognition incentives/programs.Assist in forecasting resource requirements and ensure that recruitment campaignsare carried out in a timely manner to ensure that sufficient resources are in place toachieve agreed contact centre service, sales and quality targetsContinually review internal systems, procedures and processes to ensure resourceand operational efficiency, and make appropriate recommendations for any requiredchangesEnsure all customer questions and complaints are resolved in a timely mannerBrainstorm with the team around issues or challenges that may hinder optimumperformance and give recommendations to improve performanceHandle employee related issues.
Monitoring attendance, punctuality, and leaveAnalyze data to determine operational trends and provide solutions to increase sales,service and quality levels in order to achieve and exceed targets and KPAsSet up and manage performance measures.Deliver daily, weekly, and monthly reports.Manage operating budgets.Effective client interface, able to effectively deliver on stringent SLAsEducation and Experience:MatricEnglish language proficiencyMin 3-5 years contact Centre operations management experienceExperience in BPO a strong advantageProven track record in meeting and exceeding deliverablesKey Competencies and Skills:Excellent communication skillsPersuasivenessPeople management skillsLeadership skillsTenacityNegotiation skillsStress toleranceEffective time management