Level 2 Call Centre Sales Supervisor - Outbound Reconnections

at  Fidelity Services Group

Proposed Job Title:
Level 2 Call Centre Sales Supervisor -Outbound Reconnections
Grade:
Reporting to:
CCC Outbound Sales and Client Retentions Manager

JOB SUMMARY INFORMATION

Function:
Ensure every moving client of FADT is assisted according to the required process. Achieve the required appointment numbers for Reconnections and Relocations.
Sub-Function:
Support business partners in improving their reconnection rate.
Job Purpose:
Drive Reconnection and Relocation appointments to improve the business reconnection rate. Maintain a healthy customer base in line with Reconnection and Relocation targets. Ensure the moving process, sops and practices are followed and adhered to. Ensure all existing clients receive exceptional service at all times. Drive the team to achieve these results.

JOB LEVEL SUMMARY INFORMATION

Impact :
Playing a vital role in assisting to improve Business Recon Rate and Attrition.
Min Requirement:
Grade 12
Customer Service experience is essential.
Admin skills
Understanding of Call Centre policies and practices.
Sales experience.
Proven experience in driving results and exceeding targets.
Managing a team or Supervisory experience will be advantageous.
Computer Literate (MS Office, advanced Excel, PowerPoint)
Listener experience advantageous
Other required Attributes:
Integrity and trust
Action orientated
Business Acumen
Attention to detail
Time Management
Drive for results
Strong Interpersonal skills and managerial skills and able to handle conflict professionally
Knowledge of a broader spectrum of cold calling and selling.
Able to work under pressure, Target driven, Self-motivated and Innovative
Accurate updating of reports
Outstanding communication and negotiation abilities as well as Proficient in English
Attention to detail and High energy levels
Knowledge of performance evaluation procedure
Ability to multi-task and Skilled in handling Objections telephonically
People and productivity Management:
Manage a dedicated team of Outbound Sales Agents
Keep track of attendance, daily, weekly and monthly statistics. Paid time off, sick days and annual leave taken.
Motivate and encourage agents trough possitive communication and feedback.
Hire and on-board new agents
Conduct regular performance reviews and arrange training for under performers
Ensure a safe and harmonius working environment
Monitor sales appointments hourly.
Monitor Sales queues and track as well as manage turnaround time
Ensure all escalation processes are followed according to agreed procedure for client service
Ensure all escalation processes are followed according to agreed procedure for QA and Openscape
Doing hourly, daily, weekly and monthly reporting
Manage by walking around. Be visible to answer questions and to ensure ownership of escalations queries, resolutions and follow-up
Investigate ways to upskill Agents in dialy management and call planning
Coach and train the sales agents.. Assist the business with Campaigns, Pilot (Stop and Knock buddy system) and Projects as and when required
Assist with level 1 Service level when needed
Ensure staff administartion is completed daily and is up to date in line with SOP’s
Customer service management is needed with customer complaints, queries or reception visits as well for internal and external cusomers
Assist with stats analysis and investigations on business request
Ensure GM target for Moving to App, Like for Like Reconnection and relocations numbers are achieved.
Ensure the team does honest and ethical appointment booking inline with company rules. At all times.
People/Function Management:
Reporting to – CCC Sales Manager

Major Responsibilities

• Handling of inbound and outbound queries escalated to your level.
• Ensure correct and effective booking Relocation and Reconnection appointments.
• Ensure correct cancelling of moving profiles for your area.
• Ensure great customer service is delivered in your team at all times.
• Achieve ALL targets examples but not limited to QA, Like for Like, strike rates, GM and KPI’s.
• Assisting in the planning/implementation of new processes/projects/campaigns.
• Complete Adhoc paperwork/reporting/tasks/functions/requests as required.
• Work closely within a team to identify/solve queries and staff wellbeing.
• Ensure Team is logged in as per CCC workforce requirements on Openscape
• Ensure SOP Compliance and Adherence
• Devise ways to optimize processes and keep agents motivated
• Prepare monthly / annual results and performance schedules
• Attend promotions/Training as required on an Adhoc basis off site.
• Ensure Reporting is completed accurately hourly/daily/weekly/monthly as required.
• Client billing to be captured correctly activated and maintained.
• Adhere to all other CCC policies and procedures
• Ensure Appointments adherence, sales rules and channel discipline is followed in line with company requirements.
• Manage the telephonic recon process
• Manage unlink process
• Manage correct NNOD stop and knock process
• Drive inter-departmental technical liaison regarding installation booking or link up booking, between your team and technical team.
• Attending meetings, training, conferences and workshops when required.
• Do todays work today. Do not leave unattended emails for the next day.