Sales Forecast:
· Working alongside the team to draw up strategies to increase customer base.
· Implement incentives and manage incentive recons.
· Providing accurate sales forecasts.
· Forecast staffing needs, considering contact volume and headcount requirements
. Keeping up to date with advancements in the market.
· Pro-active planning and ordering of data per campaign.
Stakeholder management:
· Management of key stakeholder relationships across various business units and internal and external teams to ensure that relationships are leveraged to drive contact center performance and deliver on key business objectives.
· Collaborating with various stakeholder groups, including IT, BI, back office/operations, and commercial teams, to hold each party accountable for their respective areas of responsibility, ensuring that solutions are implemented on time and within budget to drive contact center efficiency and customer satisfaction.
Operations and system management:
· Ensures the seamless operation of contact center processes across the customer journey, from pre-sale to post-sale, by providing guidance and oversight to the operations team in preparation of customer solutions and projects. This includes ensuring that project plans are commercially viable and monitoring implementation and maintenance to guarantee customer satisfaction and business profitability.
· Oversees and manages all systems and tools used in contact center operations to ensure optimal functionality and efficient use of resources. This includes monitoring system performance, identifying and resolving issues, and implementing process improvements to drive operational efficiency and enhance the customer experience.
· Collaborates with internal teams, such as IT and business intelligence, to leverage data and analytics to inform decision-making and support business growth.
· Develops and implements strategies for process improvement and performance optimization to ensure that the contact center operations remain agile, efficient, and customer-centric
Training:
· Manages and oversees the sales trainers and sales coaches, analyzing team performance to determine training needs and scheduling training sessions as required.
· Monitors and evaluates the effectiveness of training initiatives to ensure that they are addressing the identified skills gaps and driving improvements in sales team performance.
· Works with the sales team to identify areas for development and implement strategies for performance enhancement and continuous improvement, ensuring that the contact center remains agile and responsive to market changes.
Reporting:
· Closely monitors leave reports to ensure that the contact center remains adequately staffed and operational at all times.
· Generates performance reports, including productivity, efficiency, and quality metrics, to identify trends and opportunities for improvement.
· Regularly provides updates to the department head on key performance indicators, including contact center efficiency, customer satisfaction, and operational performance.
· Reviews and analyses contact center data to identify opportunities for optimization and process improvement, such as call volume trends, average handling time, and first contact resolution rates.
Data Analysing:
· Conducts regular data clean-up to maintain the accuracy and completeness of contact information, including working with the business to update contact numbers. This ensures that the contact center has the most up-to-date and effective data for reaching out to customers and prospects.
· Analyses and interprets customer feedback, surveys, and customer satisfaction scores to identify areas for improvement and inform decisions on process changes or product enhancements.
· Uses data analytics tools and techniques to uncover insights and optimize contact center operations, ensuring that the team is working efficiently and effectively to achieve business goals.
· Analyses contact center data to identify trends and patterns, such as optimal times for call campaigns or opportunities for cross-selling and upselling. This includes identifying the most effective data sources and maximizing conversion rates.
· Assesses contact center operations to identify missed opportunities and implement strategies to increase revenue, such as reallocating resources from low-performing to high-performing campaigns.
Education: Matric
Desired qualifications: Diploma in business administration, management, or a related field. RE1 and RE5
Experience: 5-7 years of experience in contact center management, sales administration, training and analytics. Experience in Insurance, Credit and Telco products advantageous
Specific Knowledge:
Computer Literacy: Advanced proficiency with computers and computer software, including experience with customer relationship management (CRM) systems and call center management software.
Written Skills: Strong written communication skills, with experience in creating reports and presentations for a variety of audiences.
MS Office Proficiency: Advanced proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook. Experience with advanced features such as pivot tables and macros is a plus.
High Understanding: Sales and Call Centre Environment
South Africa (On-site)