Professions - Other Professions Johannesburg PART TIME Job Summary Snr Call Centre Sales Manager Provide leadership over multiple campaigns in a rapidly growing BPO operation, whilst achieving service levels in compliance with company directives. The successful candidate should be able to deliver exceptional results, providing differentiation in a highly competitive sector. Duties and responsibilities: * Lead, develop, motivate, operational teams * Manage the Contact Centre workforce. motivate and manage supervisory team * Ensure optimal service delivery through scheduling and continuous process * improvement. * Coordinate training on new or revised information relating to services, products or * processes of projects * Develop rewards and recognition incentives/programs. * Assist in forecasting resource requirements and ensure that recruitment campaigns * are carried out in a timely manner to ensure that sufficient resources are in place to * achieve agreed contact centre service, sales and quality targets * Continually review internal systems, procedures and processes to ensure resource * and operational efficiency, and make appropriate recommendations for any required * changes * Ensure all customer questions and complaints are resolved in a timely manner * Brainstorm with the team around issues or challenges that may hinder optimum * performance and give recommendations to improve performance * Handle employee related issues. Monitoring attendance, punctuality, and leave * Analyze data to determine operational trends and provide solutions to increase sales, * service and quality levels in order to achieve and exceed targets and KPAs * Set up and manage performance measures. * Deliver daily, weekly, and monthly reports. * Manage operating budgets. * Effective client interface, able to effectively deliver on stringent SLAs Education and Experience: * Matric * English language proficiency * Min 3-5 years contact Centre operations management experience * Experience in BPO a strong advantage * Proven track record in meeting and exceeding deliverables Key Competencies and Skills: * Excellent communication skills * Persuasiveness * People management skills * Leadership skills * Tenacity * Negotiation skills * Stress tolerance * Effective time management CallForce Recruiter