Job Description

Introduction:

The Call Centre Manager is responsible for leading and managing the sales call centre team to achieve revenue growth targets, ensure exceptional customer experience, and maintain compliance with company policies and medical device regulations. This role combines operational oversight, sales leadership, and performance optimization in a dynamic medical supplies environment.

Duties & Responsibilities:

1. Team Leadership & Management

Supervise and motivate a team of call centre agents focused on outbound and inbound sales.

Conduct performance reviews, training, and coaching to enhance sales effectiveness and product knowledge.

Develop staffing plans, shift schedules, and productivity metrics.

2. Sales Performance & Strategy

Drive achievement of monthly and quarterly sales targets.

Develop and implement sales scripts, upselling techniques, and cross-selling strategies for medical and hospital supplies.

Analyse sales data to identify trends, opportunities, and areas for improvement.

Collaborate with marketing and product teams to support promotional campaigns and new product launches.

3. Customer Relationship Management

Ensure high levels of customer satisfaction through quality service delivery.

Oversee complaint handling, product inquiries, and order management.

Maintain and grow key client relationships through follow-ups and engagement.

4. Compliance & Reporting

Ensure adherence to company policies, POPIA (Protection of Personal Information Act), and medical device regulations.

Prepare regular reports on sales performance, call metrics, and customer feedback.

Maintain accurate CRM and database records.

Qualifications:

Diploma or Bachelor's Degree in Sales, Business Administration, Marketing, or related field.

Desired Experience:

Minimum 5-7 years' experience in a call centre or inside sales environment.

At least 3 years in a managerial or supervisory role.

Experience in medical supplies, healthcare equipment, or pharmaceutical sales is essential.

Job Type: Permanent

Pay: R15000,00 - R20000,00 per month

Work Location: In person