Call Centre Manager

About the position

o lead, manage and ensure the effective and efficient operation of the Outbound Sales Call Centre.

Implement divisional strategy, policies and procedures to achieve set goals (revenue targets), quality, and compliance, people development and performance management through
innovative solutions.

o Meet and exceed stipulated financial targets as they pertain to campaign under management;

o Meet and exceed primary sales key performance metrics across a balanced scorecard encompassing people, process, financial and stakeholder metrics;

o Management of joint business objectives in tandem with Quality, Compliance, HR, Information Technology and Client stakeholders across agreed, defined service levels;

o Optimize divisional operational productivity outputs as per agreed campaign performance remediation plans;

o Meet operational expenditure relative to agreed budgets;

o Tactical accountability for the daily management of the Outbound Sales call centre through the effective use of resources;

o Capability to oversee and manage the Call Centre, resource recruitment and performance management;

• Good tactical insights into Campaign & Dialer management frameworks to facilitate

operational execution
Ability to champion challenge sales operational processes

• Good understanding of productivity and capacity management outcomes to support an

outbound sales environment

• Excellent verbal and written communication skills
• Stakeholder engagement (internal and external)
• Project management / project implementation
• Microsoft office, especially Excel

A good working knowledge of and comprehension of compliance standards in terms of:

o National Credit Act

o POPIA

o FICA/FAIS

o TCF

o BCEA

o Consumer Protection Act

o Internal Code of Conduct

• Campaign Management
• People and performance
• Quality and Compliance
• Reporting
• Data and systems management

Desired Skills:

• Call center
• Performance Management
• Call center management
• Reporting
• System Support
• Outbound Callcentre

Desired Work Experience:

• 2 to 5 years Call Centre Supervisor

Desired Qualification Level:

• Diploma

About The Employer:

Established Call Center, BPO and CX organisation