Job Description:

• Plan and implement overall call strategy.
• Report Directly to Regional head for regular updates.
• Escalate any appropriate problems to senior management.
• Keeping up to date with business development and new product lines.
• Ensure training and development plans are maintained for all team members.
• Monitoring the performance of the teams for implementation of the program
• The person will be responsible for managing the operations of the connect centre.
• Support the Operations Manager to highlight operational risks and areas for improvement.
• Conducting combined and individual team meetings, review the work done by the teams
• Work with the management team to identify and deliver positive change and business efficiencies.
• Deliver the allocated part of the operation within agreed budgets, service levels and business targets.
• Hiring, Training, coaching and leading connect centre representative as they provide support for customers.
• Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs.
• Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved.
• Manage the fair and consistent application of performance management and disciplinary measures as necessary.
• Lead and inspire a team of sales agents to deliver excellent levels of individual/team performance and customer satisfaction.
• Support the Head of Sales to deliver business targets and objectives and create a performance orientated culture.
• Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team.
• Working closely with Head of the department, Team Manager of field and Program Manager (Field) for better results.
• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding process and practices, and explain expectations to employees.