Sales & Service Contact Centre Manager

SUMMARY:
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POSITION INFO:

To oversee and manage the day-to-day operations of the sales and service contact center, ensuring excellent customer service delivery, efficient handling of sales inquiries, and effective coordination with internal departments to meet business objectives.

Key Responsibilities:1. Leadership & Management:

• Lead, coach, and motivate a team of sales and customer service representatives.
• Monitor team performance and ensure adherence to KPIs (e.g., call handling time, customer satisfaction, sales targets).
• Implement training programs to improve product knowledge and customer interaction skills.

2. Sales Support:

• Manage inbound and outbound sales inquiries, ensuring timely responses and high conversion rates.
• Work with the sales team to identify opportunities to upsell and cross-sell products.
• Monitor sales performance metrics and generate reports for senior management.

3. Customer Service:

• Ensure a high-quality customer experience by resolving escalated issues and monitoring customer satisfaction levels.
• Implement best practices to handle complaints and improve resolution times.
• Develop and maintain a comprehensive understanding of customer needs and pain points.

4. Operational Efficiency:

• Optimize the use of technology and CRM systems to enhance customer interactions.
• Develop call scripts and workflows to improve efficiency.
• Analyze data to identify trends and implement solutions to improve processes.

5. Collaboration:

• Coordinate with manufacturing, logistics, and sales departments to ensure seamless service delivery.
• Act as a liaison between the contact center and other internal stakeholders.
• Communicate customer feedback to relevant teams for product or service improvements.

Skills & Qualifications: Education:

• Bachelor’s degree in Business, Marketing, or related field (preferred).
• Matric
• A tertiary diploma or degree with a focus on operations or general management is preferable 

Experience:

• 5+ years of experience in a contact center or customer service role, with at least 2 years in a leadership/managerial capacity.
• 5 years of operational experience (tyre industry preferred)
• 3 years of sales & service centre management/supervisor experience 
• Experience in the manufacturing industry is an advantage.

Technical Skills:

• Proficiency in CRM software and contact center technology.
• Fully competent with and at least 3 years of working experience on the below systems:

1. Salesforce
2. Sage Evolution
3. Mitel/CCMWeb
4. Call Cabinet/Atomos 

• Strong data analysis and reporting skills.

Soft Skills:

• Excellent leadership and team management skills.
• Strong problem-solving and decision-making abilities.
• Exceptional communication and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.

Key Performance Indicators (KPIs):

• Customer satisfaction score (CSAT).
• Net Promoter Score (NPS).
• Sales conversion rates.
• Average handling time (AHT).
• Employee engagement and retention.