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Line 2 - Sales Supervisor - Cape Town

Company

Architectural Services
Address Cape Coral, FL, United States
Employment type FULL_TIME
Salary
Category Architecture and Planning
Expires 2023-08-01
Posted at 10 months ago
Job Description
Introduction
  • We looking for an innovative, passionate Leader to join the Contact Centre team and manage Inbound Sales, Web leads, SMS Campaigns, Referral App/Link and New Leads.
Minimum Requirements
  • Customer Service experiences is essential
  • Proficient in MS Office packages
  • Proven experience in a supervisory position
  • Sales experience in a selling environment preferred
  • Technical knowledge on functionality of alarm equipment (control panels, beams, PIR`s etc.)advantageous
  • Understanding of Call Centre policies and practices
  • Grade 12
Other Required Attributes
  • Strong people management
  • Ability to work under pressure
  • Ability to multi-task
  • Knowledge of performance evaluation procedures
  • Outstanding communicated and negotiation abilities
  • Proficient in English
  • Attention to detail
Job Specification
  • Productivity Management:
  • Complete today’s work today
  • Keep management informed of issues and problems
  • Motivated and encourage Agents through positive communication and feedback
  • Prepare daily, weekly, monthly annual results and performance schedules
  • Manage absenteeism within your team
  • Adherence and Quality Assurance Management
  • Ensure all escalation processes are followed according to agreed procedures
  • Devise ways to optimise processes and keep Agents motivated
  • Monitor sales queues and track inbound sales inquiries and appointments
  • Hire and on-board new Agents
  • Investigate ways to upskill Agents in dairy management and call planning
  • Ensure call centre Answer time KPI is reached
  • Performance Management:
  • Assist in the formulation of targets for individuals and as a team
  • Referral no contact process to be followed
  • Ensure call centre Service Level KPI is reached
  • Manage by walking around, Be visible to answer questions and to ensure agent ownership of escalated queries, resolution and follow-up
  • Ensure that team members are logged into ADT systems on time and for full shift duration
  • Assist with Adhoc requirements and projects
  • Referral call back times min 1 hour
  • Ensure call centre Adherence KPI is reached
  • Drive customer service assist with customer escalations, visits to reception and customer complaints
  • Drive new system application utilization in the inbound sales team as and when implemented
  • Improve on the management and efficiencies of Web leads and appointment setting
  • Ensure a safe and harmonious environment
  • Ensure call centre Gross abandonment is reached
  • Manage a dedicated team of inbound Sales Agents
  • Assist the business with SMS campaigns as and when required
  • Coach and train the sales agents to perform detailed pre-call qualifying
  • Keep track of attendance, daily statistics, paid off / sick days, annual leave taken
  • Ensure all Webleads received from agency is phoned within 1 hour and captured on web tracker
  • People Management:
  • Conduct regular performances reviews and arrange training for under performers
  • Ensure SOP compliance and adherence
  • Referral support, investigations and reporting
  • Do investigations as needed by internal partners in the business
  • Webleads email answer time min 4 hours
We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team. Whilst black female candidates will be given priority as per our transformation policy subject to the above criteria.
Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.
Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful