Senior Sale Manager


Development company

Full time
Greater Accra Region
Posted 5 years ago

Key Performance Areas

Manage the daily running of the call center operations
 Set and meet performance targets for speed, efficiency, sales and quality
 Plan and manage change
 Liaise with supervisors, operatives and third parties to gather information and resolve
 Maintain an up-to-date knowledge of industry developments and involvement in or
membership of networks
 Record statistics, user rates and the performance levels of the center and prepare
 Handle complex customer complaints and enquiries
 Forecast and analyze data against budget figures on a weekly and/or monthly basis
 Review the performance of staff
 Identify staff training needs and plan training sessions
 Organize staffing, including capacity patterns and the number of staff required to
meet demand
 Coach, motivate and retain staff and co-ordinate incentive schemes
 Analyze performance statistics and make decisions based on these statistics
 Ensure compliance with relevant legal and statutory requirements and internationally
accepted environmental, health, safety and quality standards
 Ensure execution on all outbound campaign calls to existing & new customers
 Build a client-centric call center whose sole focus is the provision of superior client
service for all customers calls by utilizing excellent, in-depth knowledge of company
products and processes to ensure that clients receive an excellent experience
 Enable external representation of the voice and tone of the business’ brand which
encompasses a great degree of dignity, empowerment and respect afforded to the
 Management of fraud mitigation and escalation
 Management of back-end operations associated with a call center
 Responsible for any other tasks allocated by the Board of Directors

 Relevant call centre industry experience
 Proven track record of people leadership, an ability to build a sustainable high
performance culture, an ability to build and maintain strong relationships with key
stakeholders, as well as an ability to analyze numbers and drive commercial results
 Proven track record of leading and developing sales people, achieving financial goals,
developing business and delivering strategic projects
 Sales fundamentals
 Contact Centre Systems
 Contact Centre Structure
 Core principals of Contact Centre environment (knowledge of best practices:
conversions, leads utilization etc.)
 Performance management relevance & systems
 Supply chain and related business functions knowledge (e.g., finance, marketing, etc.)
 Knowledge of applicable laws and regulations
 Good knowledge of MS Office suite of programmes

Job Features

Job CategoryBusiness
Job CategoryFeature description
Job TypeFeature description
Working Experience5 or more years’ experience at management level within a sales environment
Educational LevelA Bachelor’s Degree  A Master’s Degree in a related field is an advantage
Salary RangeNegotiable
QualificationMembership of a Professional body will be an advantage

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