About the position
PG Glass
PG Glass is the leading supplier of auto glass and building glass replacement services in Southern Africa. Over 110 Fitment Centres are available to replace or repair auto glass, PG Glass Medic® chip repair, windscreen wipers, TempSecure windows and replace glass in homes and buildings. A 24 hour contact centre is available to serve customers and process insurance claims. PG Glass fit only genuine Shatterprufe®, Safevue®, OE glass, Armourplate®, LLumar® and PG SmartGlass® products
Main job purpose
To lead and manage the Contact Centre sales team in achieving sales targets by driving performance, developing effective sales strategies, and ensuring exceptional customer engagement. Responsible for motivating the team, optimizing sales processes, and monitoring key performance metrics to maximize revenue and customer satisfaction within a fast-paced Contact Centre environment.
Main Objective
- Provide effective leadership and management to staff members within the sales and revenue generating line in the Customer Contact Center, ensuring alignment with company strategy and profitability goals.
- Foster a culture of excellence through coaching, mentoring, and robust performance management practices which includes implementing targeted coaching, feedback, and development plans tailored to individual and team needs to do their best work in full, on time, every day to customers and business expectations.
- Drive ongoing training and upskilling programs to equip employees for high performance in a dynamic environment focused on continuous improvement and innovation.
- Develop actionable sales strategies based on market trends, customer segmentation, and strategic business insights.
- Align sales initiatives with corporate objectives to maximise revenue and customer satisfaction.
- Improve Contact Centre processes to enhance lead generation, conversion rates, response times, and overall customer engagement and optimise operational delivery to consistently exceed revenue targets and service requirements.
- Analyse sales data and promotional effectiveness, using insights to refine revenue-generating strategies and meet business, NPS, and profit targets.
- Critically assess outcomes to ensure continuous alignment with organisational objectives.
- Pursue and leverage technology solutions and innovative practices to CX and enhance customer engagement and sales processes.
- Ensure the sales stream operates effectively and adapts to evolving customer experience requirements.
Critical job requirements
- Relevant Sales/Commerce Degree
- Grade 12
Knowledge
- Knowledge of Contact Centre Metrics
- Goal and Target driven
- People Management
Skills
- Business Acumen
- Leadership skills
- Analytical and Problem solving skills
- Relationship management skills
- Problem Solving
- Interpersonal Skills
- Reporting Skills
Experience - 8 to 10 years Contact Centre experience
- 3 to 5 years as a manager (Team Leaders reporting in to position)
PG Group, and its subsidiaries, are committed to the principles of employment equity and as such are equal opportunity employers. Qualified applicants who apply for any vacancies will be considered with due consideration based on of fairness and equity. Factors such as race, ethnicity, religion, sexual orientation, gender identity, national origin or disability are not consider exclusively and are not determinative of any appointments made by PG Group or its subsidiaries.
Requisition ID: 3045
