- Midrand
- Salary: Market Related
- Job Type: Permanent
- Sectors: Call Centre Sales
- Reference: 109815
Vacancy Details
Employer: Fidelity Services Group
Proposed Job Title: | Level 2 Call Centre Sales Supervisor -Outbound Reconnections |
Grade: | |
Reporting to: | CCC Outbound Sales and Client Retentions Manager |
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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 |
Essential Job Responsibilities
Major Responsibilities | ||
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About Fidelity Services Group
Fidelity Services Group is Southern Africa's largest integrated security solutions provider and the industry leader in protection innovation.
Excellence in service delivery and implementation are fundamental to our impressive track record. By keeping abreast of the latest trends and technological developments globally, and continuously evolving and innovating, the Group remains a front-runner in the security solutions market.
Through a bouquet of services and related products, the Group can tailor make a solution for any requirement. With the Group's exceptional leadership, the unwavering commitment of management and that of all its employees, the Group has enjoyed exceptional growth over the last five years.
The Group's Cash Solutions business continues to grow and has quickly become a serious competitor in the market, garnering a large number of high profile national contracts and bringing state of the art technology backed by Fidelity's hands-on approach to the market
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