Call Centre Manager- Outbound

Sales Targets

• Meeting or exceeding defined sales targets
  
• Improving the conversion rate of qualified leads.
  
• Identifying and implementing opportunities to support the team and increase departmental performance.
  

People Management

• Fostering the Fundi culture and values for the entire sales team.
  
• Departmental meetings that are aimed at reminding consultants of all operational requirements and policies.
  
• Ensure implementation of PIP to enhance performance Ensure all consultants have their individual development plan.
  

Compliance and Risk Management

• Ensuring all calls and processes comply with legal and industry specific regulations including data privacy and lending standards.
  
• Identifying monitoring and addressing potential risks in customer interactions.
  

Operational Efficiency

• Monitoring KPIs such as average handling time (AHT) calls per agent call abandonment rates etc.
  
• Optimizing schedules shifts and workloads to maximize productivity.
  
• Managing operational expenses without compromising service quality
  

Team Performance and Development

• Providing ongoing training coaching and feedback to improve agent performance.
  
• Implementing incentive programs to keep the team motivated and engaged.
  
• Conducting regular performance reviews and addressing underperformance promptly.
  

Technology and Process Improvement

• Utilizing CRM tools dialer systems and other technology to enhance productivity.
  
• Continuously improving processes to reduce inefficiencies and enhance service delivery.
  

Reporting and Analytics

• Using data insights to contribute to business strategy and decision-making.
  

Collaboration and Coordination

• Collaborating with sales marketing compliance and other departments to align goals and ensure consistency.
  
• Communicating effectively with senior leadership and stakeholders about performance and strategic initiatives.
  

Personal Development

• Attend external courses / sales workshops.
  
• Register for a course/programme which is focused on self-empowerment and career growth.
  

Requirements

• 3 5 years experience in sales with at least 3 years in a managerial role within a call centre or sales-driven environment.
  
• 3 years Diploma in Sales and Marketing.
  
• Having fulfilled a sales role.
  
• Understanding of targets and commission model.
  
• Certificate in Call Centre Management Sales Management or equivalent.
  

• Excellent communication and interpersonal skills.
  
• An understanding of commercial principles.
  
• Ability to self-manage.
  
• Ability to work closely with management.
  
• Ethical and transparent.
  
• Understanding of sales environment.
  
• Proficiency in CRM software dialer systems and advanced data analytics.
  
• Strategic thinking conflict resolution and decision-making.
  
• Strong problem-solving skill.