Mweb
Main Purpose of the Job:
Mweb currently has a vacancy for Sales Team Manager who, reporting to the Sales Call Centre Manager, will be responsible for the management of a team of sales agents to acquire new customers through the Inbound or Outbound Sales Call Centre and up-selling existing customers to a variety of Mweb core products
Job Output:
Revenue and efficiency
•Ensure that the team and the agents key sales 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
People management
•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
Customer service
•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
Motivation
•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
•Complete motivational tasks within the required timeframes
Quality control
•Monitor calls and provide relevant feedback for improvement
•Conduct regular coaching in order to improve quality of service delivery
•Take appropriate action when quality standards are not met or upheld
•Administration and reporting
•Capture required data in order to ensure all systems are up to date and accurate
•Provide daily, weekly and monthly reports in line with departmental requirements
Requirements
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 reasoning
Qualifications
•Fluent in English
•Matric/ Grade 12 certificate
Experience:
•Working knowledge of sales back end processes a must
•Working knowledge of sales back end processes a must
•Database and capturing experience preferred
•Customer service experience
•Knowledge of MS Office
•Must have experience with Excel (reporting) and PowerPoint (presentation)
•Minimum 5 -years administration in a call centre environment and/or call centre experience essential
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