Team Manager - Bryanston Campus

SUMMARY:
A South African educational institute that is big on changing lives is looking for a Sales Team Manager for their Call Centre

POSITION INFO:

Role Overview:

The successful candidate will be responsible for leading our Call Centre sales team. The Team Manager will be responsible for providing guidance, training and mentorship while ensuring targets are met/exceeded. The role will report to the Group Call Centre Manager.

Key Performance Areas

• Management of student advisors.
• Ensuring targets are met.
• Managing performance and activities against these targets.
• Planning areas of improvement and development.
• Ensuring all incoming enquiries are actioned within the prescribed timelines
• Monitor, analyze and plan improvements of team performance.
• Able to train, coach and mentor your team and potentially other team members in the business.
• Effectively performance manage the team when required, which includes both informal and formal methods of performance management.
• Liaising with various stakeholders to gather information and resolve issues.
• Maintaining up-to-date knowledge of industry developments.
• Monitoring random customer engagements to improve quality, minimize errors and track operative performance
• Reviewing the performance of staff, identifying training needs and planning training sessions.
• Ensuring the delivery of high standards of service to customers.
• Ensuring that you are able to handle the most complex customer complaints or enquiries in a calm, solution driven manner.
• Ensuring that the sales team have the knowledge and skills to answer customers enquiries, as well as when to request for support or escalate problems quickly and effectively.
• Recruiting, training, managing and monitoring agents so that they have the skills and knowledge to meet customer service or outbound sales objectives
• Training programs to ensure that agents have good product and service knowledge, as well as customer handling skills
• Onboarding of new agents
• Understand company offering
• Understand systems and processes
• Development of existing agents in line with clear development plans
• Ensuring all team members are fully trained on the latest promotions being offered
• Drive continuous agent and team development

Qualification & Experience

• Diploma/Degree in marketing or other relevant qualifications will be an advantage
• Minimum two years’ experience leading a Sales team.
• Very strong communication skills in English with fluency in other languages being preferable.
• Confident and target driven.
• Must have high attention to detail.
• Able to work independently.
• Ability to function in a highly pressurized, yet well supported environment.
• Deliver excellent customer service.
• Willing to work on Saturday mornings when required.
• Willing to work overtime during our peak marketing times if required.

Please apply directly, by clicking on the apply button or visit hr-advance.co.za for more exciting opportunities.

If you have not had any response in two weeks please consider your application unsuccessful. Your CV will be kept on file for any further suitable positions.

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