Sales Agent Support Manager

We have an exciting opportunity for a Sales Agent Support Manager to join our team! In this key role, you will be responsible for providing essential administrative support to the sales team, enabling them to effectively acquire and retain customers. Reporting directly to the Group Sales Agent Support Manager, you will ensure customer queries and complaints are handled efficiently and contribute to the overall success of the sales operations. Additionally, you will monitor sales performance, analyse data, and identify business opportunities to boost revenue and enhance profitability. If you're passionate about supporting sales teams and driving organizational growth, we want to hear from you!

Duties and Responsibilities (include but not limited to):

To reduce costs and increase efficiency while delivering world-class customer service

• Evaluate sales processes and collaborate with the Head of Sales and Operations, Provincial Sales Supervisors, and Regional Sales Supervisors.
• Identify opportunities to streamline the entire sales process and measure the results of these activities.
• Ensure that resources are secured as requested by the Sales Team and Agent Support Team to assist in the sales process.
• Take ownership of the processes and systems used within the sales team.
• Ensure that all queries are responded to and resolved within the set Service Level Agreements (SLAs).
• Escalate system issues to the relevant support/IT teams for investigation and resolution.
• Identify and implement both tech and non-tech improvements to processes and systems that enhance service levels, reduce costs, and free up capacity within the sales team.
• Monitor service levels and the impact of changes to systems and processes.
• Agree on S.M.A.R.T deliverables with the line manager on a 90-day cycle.

Strategy

• Ensure the growth and achievement of revenue targets and future growth goals.
• Develop system support for deriving key sales metrics from the existing CRM system.
• Track and monitor sales targets.

To ensure all required regulations are adhered to

• Ensure all agents are treated fairly in accordance with the Consumer Protection Act 68 of 2008.
• Ensure FICA regulations are met in terms of documentation and clear photographs.

To communicate with internal and external stakeholders

• Act as the primary liaison to Product Development, Operations, IT, and various other departments as needed.
• Ensure consistent communication with other departments to maintain a unified approach to customer-facing points.
• Identify and recommend training topics for internal departments to improve customer service levels.
• Collaborate with the training department to develop relevant training materials.

To compile and submit accurate reports

• Attend daily/weekly stand-up meetings with the manager.
• Submit monthly reports on team performance and key metrics.
• Accurately report on the performance of the Sales Team from both a cost and customer service perspective, including the main issues customers are facing.
• Prepare and maintain quarterly commission reports in collaboration with the accounting team.
• Present team performance at monthly team meetings, covering cost and customer service topics.

To perform general HR functions to ensure company policies are followed and team capacity is managed

• Ensure adherence to HR and IR policies and procedures.
• Manage disciplinary and performance management processes.
• Approve leave while ensuring team capacity is maintained to meet customer service levels.
• Oversee weekend and overtime scheduling, as well as other leave schedules.
• Manage Sunday overtime allocations to improve team performance and reduce costs.

Key Requirements

• Grade 12 or equivalent (Essential)
• Related Tertiary Qualification (Desirable)
• 2 years’ experience in a leadership position (Essential)
• Knowledge of Sales Support
• Knowledge of money transfer procedures
• Knowledge of FICA and CPA regulations
• Knowledge of African currencies
• Knowledge of banking regulations
• Knowledge of customer service principles

Additional Skills

• General sales skills
• Forecasting skills
• Communication skills
• Time management and problem-solving skills
• Organisational and administrative skills
• Strong decision-making skills
• Conflict management skills
• Interpersonal skills
• Financial and general numeracy skills
• Customer service skills
• Leadership skills