Role Title: Call Center Operations Manager
Repoting Line: Head of Call Center Sales
THE ROLE.
The role will be based in Dar es salaam, Strong leadership skills and accountability for self and
others relating to performance, people engagement and attrition management. Maintaining and
enhancing current Team Leadership through development and interpersonal skills. Delivery of
sales and revenue targets and managing performance. Focused on quality sales customer
outcomes within global QI framework. Working closely with the Training and Quality teams
to drive development and improvement
THE RESPONSIBILITIES
Leadership & Team Management
• Ultimate responsibility for sales / productivity and End User Price performance
delivery
• Lead by example and promote a culture of trust through positive behaviors and
demonstratinghigh levels of integrity
• Ensure a clear understanding for every team member of how their role
contributes to the BIMApurpose and goals
• Lead, motivate and develops team of call center associate and Team Captains.
• Holds direct reports accountable for performance and quality adherence
• Maintains sales associate headcount as per policy requirements by effective proactive employee
engagement and effective attrition management
• Brings energy to their team to create a positive environment where every team
member wants tocome and do their best work
• Maintains a positive morale with a professional attitude
• Creates an environment of trust and people engagement and motivates team
members to deliverto budget
Sales Operations management
• Delivers to budget (performance and revenue), weekly, monthly, and quarterly
against agreedKPI’s
• Maintains sales volume through regular & diligent tracking and performance
monitoring
• Defines and communicates business’ KPIs and targets to all Sales Associate and
Team Captains
• Manages headcount attendance, time management and talk time to deliver sales and
revenue targets
• Meets/exceeds QI standards and drives correct selling behaviors
• Holds Team Captains to account for compliance delivery and misselling.
Works collaboratively with local QI and Training team.
• Holds weekly and monthly meetings with all team leaders to appraises job results
• Completes sales operational requirements by scheduling and assigning employees
and followingup on work results
• Cultivates lasting relationships with customers to grow customer loyalty
• Mentors, develops, and coaches Team Captains for improved performance
and personalcareer development
• Receive and escalate technical challenges and others issue to the appropriate
department.
THE PERSON
• Minimum 3 years professional working experience as a Call Centre Manager
(or equivalent) leading at least 8+ sales supervisors (150+ sales associates)
within a large-scalesales call outbound call center (preferably insurance /
telecommunications)
• Proven experience including sales techniques and, sales best practice in either a
captive and/oroutsourced call center sales operation
• Proven understanding of working in a multi-lead source outbound call center
including leadperformance and conversion
• Able to demonstrate how to lead high performing team leader sales
communities and, driveperformance through people
• Excellent analytical, data interrogation, negotiation and leadership skills
• Self-motivated and able to work alone and in teams, highly accountable and resultsfocused
• High emotional intelligence with superior levels of self-awareness, personal
resilience, and theability to relate to others and adapt approach as the situation
requires
• Able to effectively communicate and execute change and change management
(people, processand technology)
• Able to work in a dynamic and fast-paced business
• Able to adapt to change at pace whilst maintaining performance, quality, and results
Send your CV via Email: [email protected]
Daedline for Submision:
Date: Friday Nov/29/2024
