CALL CENTRE SALES HEAD

The responsibility of the Call Centre Sales Head is not exhaustive and may change from time to time as decided by Management.

Strategic

1. Develop and Manage Sales Strategy
2. Develop the Sales Strategy with the Group CEO to fit the Strategy of the Business as relevant;
3. Implement and ensure compliance with the Strategy while maximising

Operational

1. Ensure the Delivery of Great Quality Sales calls; Drive good foundations across all calls; Achieve the relevant KPIs, such as Leads / hr, Completes / hr & Sales / hr targets for all campaigns; Ensure compliance in terms of sales, tone, manner and legal requirements; Focus on reducing pendings to below client’s targets; Constant improvement of call quality; Ensure all scripting is fit for purpose and aligned to the campaign ITO benefits, presentation, closing, objection handling and compliance. Drive sales performance to reach and exceed client targets.
2. Monitor the daily productivity of the Call Centre;
3. Set monthly targets for KPAs such as RPCs, Sales Ratio & Response rates, Ave premium, CI / hr and BI / hr per campaign – with the aim of exceeding client's requirements, where relevant;
4. Achieve the minimum total CC hours and average hours per SC;
5. Ensure consistent improvement in performance in order to achieve & exceed BI targets;
6. Design and implement fit-for-purpose incentive campaigns;
7. Allocation of campaigns to the Sales Teams;
8. Assume accountability for the structure of the Sales Team and growth plans;
9. Ensure rigorous and consistent Performance Management is conducted across Sales Teams;
10. Alignment of coaching of the Sales Team;
11. Motivate, instil and uphold the values of the client;
12. Maintain a pipeline of future SSLs and SLs and ensure all are developed.

Requirements and Skills :

1. Matric
2. Computer Literate
3. FAIS compliant and a Key Individual (KI)
4. Deep understanding of, and experience in managing large sales teams, preferably in call centre environment
5. Good knowledge of call centre processes, procedures and reporting methods
6. Understanding of all company policies and procedures
7. Excellent understanding of the business strategy
8. Self-motivated
9. Ability to cope well under pressure
10. Interpersonal skills
11. Excellent communication skills, verbal and written
12. Good time management
13. Strong leadership ability
14. Able to constantly motivate the sales floor