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Job Summary
Our client has an opportunity available for a Sales Support Team Manager based in Cape Town.
Requirements:
- Fluent in English.
- Matric
- 4+ years administration in a call centre environment and call centre experience- essential.
- Knowledge of sales back-end processes- essential.
- Knowledge of the ISP industry and products would be advantageous.
- Customer service experience.
Responsibilities:
- Ensure that the team and the agents' key performance targets are met in line with business requirements.
- Ensure team and agents' quality standards are met and that a high standard of quality is achieved and maintained.
- Set and maintain production standards and targets in line with departmental requirements.
- Identify training needs and ensure adequate training and coaching takes place.
- Foster an environment that encourages and rewards innovation and challenges current methodologies, to potentially improve operational efficiencies across the business.
- Manage staff attrition levels and promote staff engagement by ensuring adequate measures are in place to improve the culture in the department.
- Conduct regular performance reviews in line with department and Company policies and procedures.
- Assist in the recruitment process by conducting interviews with candidates.
- Attend to all escalated matters from agents or customers to ensure customer satisfaction is maintained.
- Improve customer experience and service delivery statistics.
- Initiate and participate in motivational team and departmental activities.
Telebest
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