Job Description

We are looking to hire a call centre manager to head up operations in our Pretoria Offices. We specialise in Debt Mediation Services and have 50 call centre agents and are looking to grow to 100 agents in the next 6 months.

Our preferred candidate has 5 years management experience in a call centre.

Key Duties of Head of Sales, but not limited to:

1. Establish call centre objectives:

Target Setting

2. Hiring, training, coaching, and leading call centre agents:

Ensure that the agent's contract are signed at onboarding (Ad-hoc)

Maintaining training material and ensuring that processes are up to date (Ad-hoc)

Answering representative's questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by agents

3. Leading team meetings, educating, and coach workers regarding processes and practices, and explain expectations to employees

Schedule weekly meetings (weekly or ad-hoc)

Update sales processes (Ad-hoc)

Define expectations (Ad-hoc)

4. Assisting other management team members in identifying trends and establishing call centre goals

Set daily, weekly, monthly targets

Monitoring the targets

Taking corrective action where targets are not met

Produce reports on leads conversion rates

5. Ensuring staff members are achieving desired service levels and taking corrective action, as needed

Conduct quality assurance on sales calls (Successful and unsuccessful)

6. Preparing reports and analysing call centre data to improve processes (including leads management), ensure resources are properly allocated, and maximize efficiency and customer satisfaction

Monthly reports required

Sales report (weekly)

Leads conversion report per supplier

Sales vs Targets

7. Authorizing replacements or refunds

Follow-up on client complaints, compliments and queries

8. Taking on other tasks or projects to support employees, other managers, and call centre operation

Establish new initiatives for the benefit of the call centre

9. Authorising weekly incentive payment reports and monthly commission payments

Extract reports and verify incentives for the week

Extract reports and verify commission payable as at Month end

Job Type: Full-time

Pay: R12000,00 - R15000,00 per month

Work Location: In person

Application Deadline: 2025/05/07