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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