Sales Support Team Manager

Recruiter:

HR Genie

Job Ref:

SSTM

Date posted:

Tuesday, September 6, 2022

Location:

Cape Town, South Africa

Salary:

Market related

SUMMARY:
Our client is looking for a Sales Support Team manager to join their team.

JOB DESCRIPTION:

Overview

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

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

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