Call Centre Sales Manager Coastal

Overall Purpose of the Job: To effectively manage the Call Centre Outbound Sales, Technical, and Client retention teams as well as the Inbound sales team. Achieving CCC KPI’s and Targets. Dealing with client complaints/queries and management of staff. Manage and drive Business Lead Business partners, POC, MOU’s and Referrals.

 Minimum Qualifications and Experience

· Tertiary qualification an advantage
· Relevant experience in an Operations Centre and/or training environment with specific focus on Sales and Client Retention and Communication, not less than 5 years
· Computer literacy (MS office suite)
· Code 08 Drivers Licence

 Main Duties and Responsibilities

· Manage Customer Service Levels for inbound calls and digital channels, ensuring service level agreements are consistently achieved.
· Manage email response times and customer communication standards.
· Drive the achievement of all new business and moving sales, retention, referral, and revenue targets as set by the business.
· Manage telesales operations and outbound sales campaigns to maximise lead conversion and revenue generation.
· Manage dialler campaigns, ensuring optimal productivity, contact rates, conversion rates, and campaign effectiveness.
· Analyse sales campaign performance and implement corrective actions to improve results.
· Manage customer cancellations, retention activities, and client attrition to achieve business objectives.
· Achieve Business Save Efficiency and Save Effectiveness targets.
· Achieve company Operating Income (OI) and budget requirements.
· Achieve Business Rate Reduction budgets for Inland operations.

Leadership and People Management

· Ensure Supervisors and their teams achieve all KPI, sales, quality, productivity, and customer experience targets.
· Ensure all staff are trained and developed to required standards.
· Monitor, coach, mentor, and assist Supervisors and team members to improve performance.
· Ensure Supervisors enforce company policies and maintain appropriate disciplinary standards.
· Build and maintain a culture of accountability across all teams.
· Foster a culture of continuous improvement and operational excellence.
· Promote a culture of customer excellence and exceptional service delivery.
· Drive a culture of going the extra mile for all internal and external customers.
· Build a culture of respectful, professional communication.
· Conduct merit assessments and recognition programmes for employees demonstrating exceptional performance.
· Participate in the recruitment, interviewing, onboarding, and development of employees.
· Ensure full staffing complement is maintained.
· Manage absenteeism, vacancy, and staff turnover rates.

Sales and Lead Management

 · Manage all sales leads generated through the Customer Contact Centre and ensure effective lead allocation, follow-up, conversion, and reporting.
· Drive lead conversion initiatives and ensure sales opportunities are maximised.
· Manage lead provider campaigns in conjunction with the National Business Manager.
· Monitor lead quality and campaign performance to ensure maximum return on investment.
· Manage Business Partner lead processes and reporting requirements.
· Ensure accurate reporting on lead conversion rates, sales performance, and campaign effectiveness.
· Manage the National Referral App, including onboarding, training, adoption initiatives, reporting, and conversion performance.
· Ensure referral commissions and incentive payments are accurately processed and paid monthly.

 Operational Management and Compliance

 · Ensure compliance with all Standard Operating Procedures (SOPs), company policies, and regulatory requirements.
· Ensure all Level 2 technical processes are followed within the Customer Contact Centre.
· Investigate and resolve client complaints and escalations.
· Compile and analyse daily, weekly, and monthly operational and sales reports.
· Ensure all internal and external reporting requirements are met within agreed timelines.
· Attend management meetings and present operational, sales, and performance reports as required.
· Work collaboratively with national leadership teams to implement best practices and operational improvements.
· Ensure weekly maintenance and updating of national opposition reporting and competitor intelligence.
· Drive continuous improvement initiatives to improve productivity, service delivery, customer retention, and sales performance.

 Business Development and Strategic Initiatives

· Identify opportunities to improve sales performance, customer retention, and operational efficiency.
· Support the implementation of new business initiatives, products, campaigns, and customer engagement strategies.
· Develop and execute action plans to improve sales conversion, customer retention, and campaign effectiveness.
· Build strong relationships with internal stakeholders and business partners to support business growth objectives.
· Manage Secure Drive and Motus recruitment campaigns and associated reporting requirements.

 Behavioural Competencies:

 · Ethical Practice
· Leadership & Navigation
· Business Acumen
· Relationship Management
· Consultation
· Critical Evaluation
· Expert presentation skills
· Administrative
· Advanced communication
· Decision making
· Professionalism
· Project management
· Driven
· Change management
· Passion
· Interpersonal / Computer literate
· Numerate