Senior Sale Manager

BYF

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 issues  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 reports  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 client  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 BUILD YOUR FUTURE RECRUITMENT AND CONSULTANCY SERVICE LTD Experience/Knowledge  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 Category	Business
Job Category	Feature description
Job Type	Feature description
Working Experience	5 or more years’ experience at management level within a sales environment
Educational Level	A Bachelor’s Degree  A Master’s Degree in a related field is an advantage
Salary Range	Negotiable
Qualification	Membership of a Professional body will be an advantage

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Senior Sale Manager

Senior Sale Manager

BYF

Job Features

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