Job Description

Job Category: Call CentreDegree Level: High School Graduate:We are looking for a talented Sales Operations Specialist to join our Contact Centre team in Durban, KwaZulu Natal!The Sales Operations Specialist will play a crucial role in driving business growth through effective sales forecasting, process improvement, and data analysis.Responsibilities:Sales Forecast:

• Develop strategies to increase customer base.
• Implement and manage incentives.
• Provide accurate sales forecasts.
• Forecast staffing needs and plan data for campaigns.
• Stay updated with market advancements.

Stakeholder Management:

• Manage relationships with key stakeholders across various business units.
• Collaborate with IT, BI, operations, and commercial teams to ensure timely and budget-friendly solutions.

Operations and System Management:

• Oversee contact center processes from pre-sale to post-sale.
• Manage systems and tools for optimal functionality.
• Collaborate with internal teams to leverage data for decision-making.
• Implement strategies for process improvement and performance optimization.

Training:

• Manage sales trainers and coaches.
• Analyze team performance to determine training needs.
• Monitor and evaluate training effectiveness.
• Identify areas for development and implement performance enhancement strategies.

Reporting:

• Monitor leave reports to ensure adequate staffing.
• Generate performance reports to identify trends and opportunities.
• Provide updates on key performance indicators.
• Analyze contact center data for optimization and process improvement.

Data Analysis:

• Conduct regular data clean-up and update contact information.
• Analyze customer feedback and satisfaction scores.
• Use data analytics to optimize contact center operations.
• Identify trends and patterns for call campaigns and revenue strategies.

Qualifications:

• Matric certificate
• A relevant FAIS qualification (RE1 and/or RE5 advantageous)
• 5 years of leadership experience in an insurance sales contact centre environment
• Knowledge and skills in CRM and call center software
• Advanced proficiency in MS Office (Word, Excel, PowerPoint, Outlook)
• Strong written communication, with experience in reports and presentations