Level 2 Call Centre Sales Supervisor

General Job Information

Proposed Job Title: Level 2 Call Centre Sales Supervisor

Reporting to: CCC Sales and Retentions Manager

Job Summary Information

Function: Ensure every moving client of FADT is assisted according to the required process. Achieve the

required appointment numbers for Reconnections and Relocations. Drive business growth

through the new business team by booking as many new sales appointments as possible.

Sub-Function: Support business partners in improving their reconnection rate.

Adhoc manages projects and generate revenue project teams.

Job Purpose: Grow the business through increased revenue drive Reconnection, Web, social media, project

and Relocation appointments to improve the business client numbers and improve attrition by

improving the business reconnection rate. Maintain a healthy customer base in line with

Reconnection, web, media, projects and Relocation targets. Ensure the moving process, Sops

and practices are followed and adhered to. Ensure all existing clients always receive

exceptional service. Drive the team to achieve these results.

Job Level Summary Information

Impact : Playing a vital role in assisting with improving the Business Rate and Attrition as well as growing new client numbers and our business revenue.

Min Requirement:

Grade 12

Customer Service experience is essential.

Advanced admin skills

Understanding of Call Centre policies and practices.

Sales experience.

Proven experience in driving results and exceeding targets.

Managing a team or Supervisory experience will be advantageous.

Computer Literate (MS Office, Teams, advanced Excel, PowerPoint, Power Bi)

Listener, Openscape and or Qlik sense experience advantageous

Managing Telesales, outbound or cold calling sales teams will be advantageous.

Other required Attributes:

Integrity and trust

Action orientated

Business Acumen

Attention to detail

Time Management

Drive for results

Strong Interpersonal skills

Knowledge of a broader spectrum of cold calling and selling.

Ability to handle conflict and work under pressure.

High energy levels

Able to work under pressure, Target driven , Self-motivated and Innovative

Accurate updating of reports

Outstanding communication and negotiation abilities as well as Proficient in English

Attention to detail

Strong people management skills

Knowledge of performance evaluation procedure

Ability to multi-task

Objection handling telephonically

Ability to handle conflict and work under pressure.

High level of urgency required

Solution driven and customer focused

Innovative

People and productivity Management:

Manage a dedicated team of Outbound Sales Agents

Keep track of attendance, daily, weekly and monthly statistics. Paid time off, sick days and annual leave

taken.

Motivate and encourage agents trough possitive communication and feedback, hourly, daily, weekly and

monthly

Hire and on-board new agents with manager

Conduct regular performance reviews and arrange training for under performers, do merit reports and

performance managemnt in relation to this.

Ensure a safe and harmonius working environment

Monitor sales appointments hourly.

Monitor Sales queues and track as well as manage turnaround time

Ensure all escalation processes are followed according to agreed procedure for client service

Ensure all escalation processes are followed according to agreed procedure for QA, Eyerys and Openscape

Doing hourly, daily, weekly and monthly reporting

Manage by walking around. Be visible to answer questions and to ensure ownership of escalations queries,

resolutions and follow-up

Investigate ways to upskill Agents in diary management and call planning

Coach and train the sales agents to perform detailed pre-call qualifying

Assist the business with Campaigns, Pilot and Projects as and when required

Assist with level 1 Service level when needed

Ensure staff administartion is completed daily and is up to date in line with SOP’s

Customer service management is needed with customer complaints, queries or reception visits as well for

internal and external cusomers

Assist with stats analysis and investigations on business request

Take disciplinary action where needed in line with business requirements.

Do adhock funtions as and when needed.

Drive a culture of high entgrity and continouse improvement.

Ensure KPI’s, Goals and Targets are reached by the team.

People/Function Management: Reporting to – CCC Sales Manager

Essential Job Responsibilities

Major Responsibilities

• Handling of inbound and outbound queries via calls and email escalated to your level.
• Ensure correct and effective booking Relocation, web, media, project and Reconnection appointments.
• Ensure correct cancelling of moving profiles for your area.
• Ensure great customer service is always delivered in your team.
• Achieve ALL targets examples but not limited to QA, Web conversion rates, referral lead conversion rates,

strike rates, like for like targets, GM and KPI’s.

• Assisting in the planning/implementation of new processes/projects/campaigns.
• Complete Adhoc paperwork/reporting/tasks/functions/requests as required.
• Work closely within a team to identify/solve queries and staff wellbeing.
• Ensure Team is logged in as per CCC workforce requirements
• Ensure SOP Compliance and Adherence
• Devise ways to optimize processes and keep agents motivated
• Prepare monthly / annual results and performance schedules
• Attend promotions/Training as required on an Adhoc basis off site.
• Ensure Reporting is completed accurately hourly/daily/weekly/monthly as required.
• Client billing to be captured correctly activated and maintained.
• Adhere to all other CCC policies and procedures
• Ensure Appointments adherence, sales rules and channel discipline is followed in line with company

requirements.

• Manage the telephonic recon process for PSIRA registered staff
• Manage working between Listener and Transformer
• Manage unlink process
• Manage correct NNOD stop and knock process
• Drive inter-departmental technical liaison regarding installation booking or link up booking, between your team

and technical team.

• Attending meetings, training, conferences and workshops when required.
• Coaching agents to meet expected targets and providing meaningful feedback.
• Hosting regular and documenting team meetings with teams.
• Calculating and capturing incentives based on sales.
• Managing team absenteeism.
• Take appropriate disciplinary action where necessary.
• Do today’s work today.
• Ensure accurate reporting from your teams.
• Ensure 3 swings on all clients.
• Ensure admin is completed by agents accurately.
• Manage company resources and assets that is part of your scope of responsibilities.