General Manager_Call Centre Environment

SUMMARY:
Call Centre General Manager (2IC) with Sales and Operations experience required for Reputable Mobile Device repairer situated in Johannesburg to lead the Sales Team whilst assisting the CEO in a 2IC role in reaching and maintaining the company’s strategy and objectives.

POSITION INFO:

Job Purpose / Scope of Position

We are looking for an effective Call Centre General Manager (GM) who will lead the Sales Team whilst assisting the CEO in a 2IC role in reaching and maintaining the company’s strategy and objectives.

The Call Centre GM will operate across the Business’s Value Chain from Procurement to After Sales Services to ensure operational effectiveness and efficiencies are attained in order to better support the overall Sales function.

 

Key Accountabilities

• Support and assist CEO in leading and managing the Team.
• Managing / engaging with suppliers.
• Coach team staff through challenging customer service issues.
• Implementing and/or updating business processes.
• Ensure business processes are adhered to.
• Analyse data, compile, and review reports to better manage the business.  
• Evaluate staff effectiveness and performance annually or on an at-need basis.
• Lead team meetings and give presentations to executives.
• Develop monthly, quarterly and annual call centre objectives and goals in line with the Business Strategy and to define and implement the necessary action plans required to meet the objectives.
• Prepare work schedules to ensure sufficient coverage.
• Create personnel and supply budgets for approval.

 

Core Activities

• Procurement and Supplier Management
  • Drive planned and ad-hoc procurement runs.
  • Engage with suppliers for stock availability and negotiate better pricing.
  • Manage all pending orders with suppliers.
  • Ensure KAM feedback is actioned re required stock to source.
• Stock Management
  • Ensure that the Stock on Hand report is accurate.
  • Ensure that we do not reach stock out situations on key selling products / models.
  • Ensure stock is in its correct locations.
  • Manage stock take variances.
  • Ensure that “at risk” and/or aged stock is managed.
• Sales
  • Leading KAM’s through coaching and training as they execute the sales function and provide support for customers.
  • Answering team members questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by KAM’s.
  • Compile weekly price lists (internal and customer lists).
  • Ensure that pricing is updated for stock that arrives which is not on the price list and/or impacts on the stock pricing which will affect profitability.
  • Review and approving Sales Orders.
  • Track sales vs targets / budgets and investigate to understand variations and to take the necessary corrective action where needed.
  • Manage key Business-to-Business accounts.
  • Manage Relationships with Key Customers.
  • Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
    • Implement and execute Quality Assurance processes.
    • Review consumer feedback and action accordingly.
• After Sales
  • Authorizing replacements or refunds.
  • Ensure that the KAM’s and their Internal Sales Administrators are managing their customer queries and Repair / Return jobs.
  • Step in to assist on any repair jobs which pose a risk of customer complaint to mitigate and resolve the repair / return job.
• Logistics
  • Engage with our preferred Courier partner(s) to ensure that our service level agreements are maintained.
  • Deal with any delivery / collection related issues.
  • Review monthly billing to ensure that the Company has been billed correctly.
  • Utilise 3G (Group Business) to deliver/collect stock where possible.
• New Business
  • Assist the CEO in identifying and engaging with potential new Insurers and/or Brokers.
• Reporting
  • Ensure that all reporting is complied and/or reviewed in order to execute on the Core Activities as noted herein.
  • Preparing reports and analysing data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Projects and Business Process Improvement
  • Taking on other tasks or projects to support CEO, team members and the Company’s operations.
  • Review existing business process to update / enhance where possible.
  • Define and implement new business process where needed.
• Team Management
  • Ensure that the Company’s team is supported.
  • Manage leave requests.
  • Ensure that the team is present and working day to day (may include monitoring work from home performance where applicable).
  • Escalate non-performance to the CEO.
  • Leading Team Meetings.
• Marketing and Social Media Page Management
  • Assist in compiling communications that are sent out to customers and / or suppliers in line with POPIA requirements.
  • Updating the Company’s social media pages.
    • Compliments.
    • Complaints.
    • Enquiries.

 

Knowledge, skills and experience

• Post Matric education – BCom Degree would be preferable.
• Excellent use of Microsoft Office, including Outlook, Teams, Excel, Word, SharePoint and proficient in learning new programmes.
• At least 3 years’ experience as a Call Centre Manage / Supervisor, Sales Manager or Sales Team Lead.
• Previous work experience in Sales, Insurance or Call Centre environment would be advantageous.
• Valid driver’s license and own reliable vehicle.
• Able to work from home when and/if needed (stable internet connection).
• Experience with compiling and/or reviewing/analysing data / reports.

 

Aptitude & Disposition

• Decisiveness and attention to detail.
• Highly organised.
• Ability to multitask and remain calm under pressure during intense situations and peak periods.
• Ability to communicate clearly (Excellent verbal and written comm skills).
• Exceptional interpersonal, customer service and conflict resolution skills.
• Problem solver.
• Analytical thinker.
• Strong leadership skills and ability to motivate team members.
• Willingness to go the extra mile with a ‘çan-do’ attitude.
• Team player able to collaborate effectively.

 

NB! This job is now closed. You can apply for other jobs by uploading your CV.

---