Line 2 - Sales Supervisor - Cape Town at Fidelity Services Group

Introduction:

• We looking for an innovative, passionate Leader to join the Contact Centre team and manage Inbound Sales, Web leads, SMS Campaigns, Referral App/Link and New Leads.

Minimum Requirements:

• Grade 12
• Proficient in MS Office packages
• Customer Service experiences is essential
• Understanding of Call Centre policies and practices
• Sales experience in a selling environment preferred
• Technical knowledge on functionality of alarm equipment (control panels, beams, PIR`s etc.)advantageous
• Proven experience in a supervisory position

Other required attributes:

• Outstanding communicated and negotiation abilities
• Proficient in English
• Attention to detail
• Strong people management
• Knowledge of performance evaluation procedures
• Ability to work under pressure
• Ability to multi-task

Job Specification:

People Management:

• Manage a dedicated team of inbound Sales Agents
• Keep track of attendance, daily statistics, paid off / sick days, annual leave taken
• Motivated and encourage Agents through positive communication and feedback
• Hire and on-board new Agents
• Conduct regular performances reviews and arrange training for under performers
• Ensure a safe and harmonious environment

Productivity Management:

• Monitor sales queues and track inbound sales inquiries and appointments
• Ensure all escalation processes are followed according to agreed procedures
• Manage by walking around, Be visible to answer questions and to ensure agent ownership of escalated queries, resolution and follow-up
• Drive new system application utilization in the inbound sales team as and when implemented
• Improve on the management and efficiencies of Web leads and appointment setting
• Investigate ways to upskill Agents in dairy management and call planning
• Coach and train the sales agents to perform detailed pre-call qualifying
• Assist the business with SMS campaigns as and when required
• Ensure call centre Service Level KPI is reached
• Ensure call centre Gross abandonment is reached
• Ensure call centre Adherence KPI is reached
• Ensure call centre Answer time KPI is reached
• Webleads email answer time min 4 hours
• Referral call back times min 1 hour
• Referral no contact process to be followed
• Referral support, investigations and reporting
• Ensure all Webleads received from agency is phoned within 1 hour and captured on web tracker
• Complete today’s work today

Performance Management:

• Ensure that team members are logged into ADT systems on time and for full shift duration
• Manage absenteeism within your team
• Assist with Adhoc requirements and projects
• Ensure SOP compliance and adherence
• Drive customer service assist with customer escalations, visits to reception and customer complaints
• Do investigations as needed by internal partners in the business
• Assist in the formulation of targets for individuals and as a team
• Devise ways to optimise processes and keep Agents motivated
• Keep management informed of issues and problems
• Prepare daily, weekly, monthly annual results and performance schedules
• Adherence and Quality Assurance Management