General Manager (Contact Centre)
Cape Town, Western Cape
1d ago
source : findojobs-za

To manage all the strategies and operations related to the sales divisions of the business, ensuring high levels of performance and compliance in line with budget and contractual expectations.

DUTIES AND RESPONSIBILITIESOverall management of the sales divisionsOversee performance of campaigns to ensure achievement of targetsManagement of relationships with key partners, internal and externalNegotiate and ensure delivery on contractual obligationsKeep abreast of data usage and associated costs and conversionsEnsure regulatory and compliance related matters adequately understood and metManage the budget and associated targets for each campaign ensuring revenue and sales targets are achievedReport performance to management and Board as required highlighting issues, concerns, and action plan to improve performanceLeading and motivating a high performing teamUndertake line management of sales managers including day to day support and development, performance appraisal, disciplinary matters, resource planning etcEnsure that adequate training and coaching is provided to support new employees, new product launches and continuous improvement within the campaignMentoring and skill transfer with junior managers within the campaignEnsure targets are set and achieved on an individual and team levelCommunication with other business units and stakeholdersForge positive relationships with other departments such as HR, IT, finance, L&D and QA to support performance within the campaignsCommunicate clearly with such departments to ensure adequate and appropriate support is provided to teams and managersLiaise with stakeholders such as product or system providers to ensure up to date knowledge and early identification of potential issuesCompliance with relevant legal and regulatory requirementsLead on script development ensuring the need for sales volume is does not compromise on quality and complianceEnsure that key legislative and regulatory requirements are adhered to within sales managementEstablish appropriate controls to ensure compliance with above and to minimise exposure to riskLead on preparation of relevant information for internal or external audits, verifications, and inspectionsAct as operational Responsible Manager (linked to AFSL etc) for the sales floor as requiredKeeping abreast of external market developmentsKeep up to date on competitors in the market to ensure selling opportunities are maintainedUnderstand changes in customer profile / demographic and potential impact on sales process or payment profilesUnderstand staff movement and attrition and put in place initiatives to prevent destabilisation of campaignsIdentify and work towards potential funding opportunities through for example DTIContribute to the strategic leadership of the wider businessRepresent the sales business unit at Executive level, and at Board level as requiredIdentify potential strategic opportunities and partnershipsDevelop proposals for discussion at boardManage budgetary contribution for business unitQUALIFICATIONS AND EXPERIENCE REQUIREDMatricDegree / Diploma is an added advantageAt least 5 years of experience in a similar role e.

g., Campaign Director, Call Centre Manager, Senior Ops Manager or Head of salesMust have insurance experience within the call centre industryAbility to manage multiple campaignsAbility to read and understand statistical informationAbility to spot trends or patternsProject management approachExperience in budget managementExperience of large-scale people management and skill developmentExperience of driving high performance work cultureExperienced in management of cross departmental relationshipsKnowledge of good practice in relation to QA and coaching processesUnderstanding of data, diallers and systems used by the businessExperience of managing relationships with external stakeholdersThe ability to connect legal requirements with everyday job functionsRelevant qualifications or willing to achieve within reasonable timescaleKnowledge of call centre / sales environment and key challenges hereinExperience operating at Executive and Board levelBEHAVIOURAL AND COMPETENCY REQUIREDHighly organisedLogical analytical approachEffective communicationAble to see bigger pictureStrategic thinkerStrong interpersonal skillsSalary : A Lucrative CTC is on offer.

NB : Thank you for choosing Talksure as your employer of choice. Please note that if you do not hear from us within 14 working days after the closing date of the advert, please regard your application as unsuccessful.

We wish you well in your future endeavors.

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