Duties & Responsibilities:

• Effectively supervise call centre personnel, ensuring optimal performance by overseeing all the activities of the Supervisors and Agents
• Provide leadership to all personnel through effective objective setting, delegation, motivation, and communication
• Meeting and exceeding performance targets for speed, efficiency, sales and quality within the outbound call centre
• Develop sales strategies to guarantee continued growth in line with company objectives and market conditions
• Liaise with Supervisors, Agents and third parties to gather information and resolve issues for inbound line
• Provide trend analysis to Call Centre HOD
• Conduct regular meetings to ensure that personnel are well informed of changes in products, services, policies, and procedures
• Maintain up-to-date knowledge of industry developments and call centre best practices
• Manage Quality Assurance of calls to improve quality, minimise errors and track operative performance
• Ensure that all relevant communications, records and data are uploaded/attached to calls
• Attend regular meetings with Call Centre HOD, Supervisors and Agents to discuss all matters related to the outbound and inbound call centres
• Keeping accurate records of discussions or correspondence with customers
• Reach required conversion, talk time and number of calls touched
• Lead distribution to telesales agents
• Implementation effective performance management processes within sales teams
• Conduct performance appraisals, provide measurable feedback to assigned personnel and suggestions for improved performance
• Formulate and implement employee corrective actions as needed including training and/or coaching sessions
• Compile accurate management reports on call centre statistics and activities for the Call Centre HOD
• Monitor timekeeping, overtime, and payroll records
• Drive and influence the desired culture within the Coastal Call Centre team
• Ability to multitask and ensure resolution of escalations, internal and external, and ensure effective communication with Call Centre HOD

Minimum qualifications and experience:

• Matric / Grade 12
• Relevant qualification/degree advantageous
• Certificate in Basic Principles of Call Centre (advantageous)
• Minimum of 2 years in Managerial role within a call centre environment
• Minimum 5 years’ experience in Outbound sales call centre
• Excellent verbal and written communication skills
• Computer Literate (MS Office, Excel, PowerPoint)
• Great interpersonal skills