Job Summary
The successful candidate will manage and oversee the smooth functioning of the New Business and Confirmations departments in order to achieve sales targets as per agreed budgets with the respective trading companies, actively participate in optimisation and other projects, and build an integrated and balanced people management approach in a cost-effective manner.
Sales Strategy
- Execute and communicate functional and organisational strategy and projects to the New Business teams
- Actively participate with the implementation and monitoring of strategic and departmental projects
- Research, benchmark, design and implement processes based on best practise and trends
- Drive recruitment strategy and resource models in line with departmental / company strategy, budgets and/or projects
Operational Management
- Revise, adapt and manage processes, systems and practices based on the operational business needs and priorities to ensure the achievement of operational productivity and efficiency targets
- Draft and maintain Standard Operating Procedures documentation
- Develop business case and requirement specifications that will support any new system or functional change requirement within the department and participate in UAT as required
- Monitor, analyse and interpret data (daily/weekly/monthly) to ensure achievement of relevant key performance indicators (targets); produce relevant reports, identify optimisation opportunities, gaps and risks and initiate appropriate corrective actions as required
- Review and optimise outbound scripts regularly and maintain a log of all changes
- Ensures sales volumes, approvals, activations and documentation (POI) assessments are managed within expected targets and budgeted headcount
- Communicate clearly, effectively and timeously to ensure that internal and external stakeholders are engaged on relevant matters
- Ensure compliance to all policies, procedures, regulatory and legal elements of the organisation
- Operationalise all payroll related activities including management of overtime/special time/transport waybill
Management of people
- Manage and lead a team of Team Managers.
- Implement strategic plans and objectives through influencing and implementing effective recruitment, training, motivation and evaluation of employees
- Provide effective leadership to team members in order to achieve optimal efficiency of the department and to build a cohesive and well-motivated team
- Provide visible and clear leadership to team, promoting a culture of high performance and customer focus
- Conduct regular team meetings to ensure high levels of communication, teamwork, integration, motivation, training and productivity
- Mentor and coach employees and identify needs and update career growth plans
- Ensure team members have clear and realistic targets/goals which are assessed monthly through the KPA performance management reviews
- Manage non-performance or probation requirements as stipulated in company policies and /or contractual agreement
- Ensure timeous contracting of KPI’s with Agents and Team Managers
- Ensure adherence to WFM schedules and participate in forecasting and planning
- Manage absence management procedure effectively, transparently and consistently in line with business process and company’s absence management policy
Experience
- 6 – 8 years’ operational management experience in a Sales or Direct Marketing contact centre of which at least 5 years should be in a leadership capacity managing Team Managers
- Experience within a large Outbound Sales Contact Centre environment (100+ seats) with Dialler experience preferable
- Experience within a Financial Services and/or retail credit environment is preferable
Qualification
- Grade 12 / Matric or equivalent
- Degree / diploma in Business Management and/or related discipline (advantageous)
- Relevant contact centre certification
Functional Knowledge and Skills
- Key understanding of the Credit/Retail/Financial services industry
- In-depth understanding of Outbound sales and Dialler principles
- Analytical skills with proven ability to identify and develop solutions to improve new business process and acquisitions
- Ability to effectively, clearly and convincingly communicate at all levels – both verbally and in writing
- Judgement and decision making
- Strong Leadership skills
Should you meet all the requirements and wish to apply, please send your latest CV and motivation to anthea@abcworldwide.com