Sales Support Team Manager

Main Purpose of the Job:
The PSM division in Cape Town currently has vacancies for Sales Support Team Manager who,
reporting to the Sales Contact Center Manager, will be responsible for the management of a team
of sales support agents responsible for providing sales administrate and customer support.

Responsibilies:

• 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
• Meet team efficiency targets as per KPA requirements for department
• Identify training needs and ensure adequate training and coaching takes place
• Foster an environment that encourages and rewards innovation and challenges current methodologies, with a view to improve operational efficiencies across the business
• Manage, track and improve team's absenteeism in line with required targets and Company processes, ensuring that consistency is applied.
• 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
• Identify and manage behavior in line with prescribed legislation and Company policies and procedures
• Assist in the recruitment process by conducting interviews with short-listed candidates
• Attend to all escalated matters from agents and/or customers to ensure customer satisfaction is maintained
• Promote excellent customer service orientation within team of agents and across the wider business
• Improve customer experience and service delivery statistics
• Ticket centre ownerships and TAT management
• Initiate and participate in motivational team and departmental activities
• Ensure all motivational activities are planned and implemented in line with the motivational plan to ensure buy-in from agents

Skills and Competencies:

• Meticulous attention to detail,
• Pro-activity and initiative,
• Judgment/Problem Solving skills,
• Excellent customer service orientation,
• Good Communication and interpersonal skills,
• Able to meet deadlines,
• Excellent telephonic etiquette,
• Advanced computer literacy skills,
• Customer service experience,
• Sales Coaching and Mentoring,
• Leading with Influence,
• Change management,
• Excellent Numerical and Verbal reason.

Qualifications and Experience:

• Fluent in English
• Matric
• Minimum 4 -years administration in a call centre environment and/or call centre experience essential
• Working knowledge of sales back end processes a must
• Knowledge of the ISP industry and products advantageous
• Customer service experience