Manager: Customer Sales Centre (CSC) needed at ooba

Job Description

• The CSC Manager will lead a team within the Contact Centre in this fast growing area of business that is challenging and changing continuously.
• The successful candidate would be committed to delivering a great customer contact experience in both outbound sales and inbound services, through a variety of customer contact channels which might be web, telephonic, e-mail, live chat, digital partnerships, etc.  All employees linked to reporting teams will either be in a single site or work remotely.
• The CSC Manager will ensure that customers receive a friendly, professional and consistently high quality service whilst being accountable for optimising the conversion of leads from various sources into opportunities.

Key Performance Areas

• Strategy and Planning: Maintain an understanding of the strategic context of the Centre and on the impact of strategic issues and objectives on its operations and future growth. Develop an annual business plan and budget for the Centre that shows how it contributes to ooba’s sales, product and brand strategies.
• Sales Forecasting: Develop annual sales forecasts and put in place team metrics with corresponding monitoring and reporting processes. Ensure all sales and operational KPIs are set and managed within budget. Reporting to the Head of Sales Operations.
• Workforce Planning: Determine the team’s capability required to achieve the goals set out in the Centre’s plan.  Reviewing and defining clearly all contact centre roles, any required shift in candidate profiles required across the CSC operations. Lead an effective resource planning team, ensuring that resource is fully utilised and any contact demand is effectively covered.
• Risk & Compliance: Implement policies to ensure relevant compliance. Implement quality and risk-management procedures as required.
• Resourcing and Talent Management: Resource the team and promote the retention of key talent and oversee the development of talent to provide adequate cover. Responsible for the recruitment, sales training, induction and coaching across the CSC.
• Budgeting: Sets month-to-month short-term targets in respect of budgeted income and expenditure. Adheres to all requirements of the budgeting process, including drawing up a realistic budget, monitoring finances and reporting on budgets. Ensures that financial management procedures are adequate to promote income and control expenditure.
• Market Analysis: Understands local industry dynamics. Keeps finger on the pulse of competitor activity in the area.
• Operations Management: Build team infrastructure at an operational level – implementation of new systems, processes, keeping of documentation, development of work procedures and methods. Applying best practise, develop continuous improvement plans and make recommendations based upon the employee and customer insights. Develop plans and offer insight and knowledge to the company on the use of new tools and technologies; Telephony, CRM to create a cost effective operation consistently achieving contact handling SLAs.
• Performance Management: The role includes line responsibility for first line contact centre teams (in-house consultants) providing ongoing customer service and converting leads to opportunities with the ultimate result being a registered bond. Manage the day to day performance of the CSC operations to deliver maximum opportunity. Manage reward and recognition structures to align to optimal performance within the company’s remuneration structures.  Lead, inspire and co-ordinate the CSC in conjunction with the management meeting. Create motivated and engaged colleagues.
• Customer Experience: Staying abreast of new practices and technologies, ensuring that a high level of customer service is maintained. Responsible for the end to end sales processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and improve profits. Work closely with Sales Operations, Marketing and IT

Qualifications

Required Qualification & Experience

• Relevant tertiary qualification
• 5 + years’ management experience in a multi-product contact centre in the financial services industry
• Proven experience leading a sales and service driven contact centre operation with experience managing through periods of significant growth or change