Telesales Manager (Midrand)

To ensure that the telesales team sell effectively to existing and potential clients and ensure sales targets are achieved, utilising established best practice customer service methods.

Sales

• Ensure achievement 100% of Gross Profit Target by the end of each month by telesales staff.
• If Gross Profit Monthly < 80% of YTD GP %, a PIP will be implemented.
• Constantly seek out new revenue generating opportunities to ensure that company targets are met.

• Ensure that no more than 10 complaints are lodged monthly (telephonic or written).
• Meet the adequate level of contact with existing accounts as may be necessary to maintain/increase levels of business activity.
• Actively work towards the company values
• Ensure the customers/client care policies are adhered to always.
• Ensure professional customer/client interaction always.
• Respond to messages received through e-mail or telephone. Take steps to ensure messages are being responded to when not available.
• Follows-up with work in progress to ensure customer satisfaction and prompt delivery of goods.
• Maintain and develop relationships with existing customers via telephone calls and emails.

Staff Management

• Performance Management - Conduct performance assessment and facilitate through supervisors for 100% of staff on a quarterly basis.
• Tasks and Responsibilities – Ensure all in department have up to date job descriptions.
• Skills - Ensure staff are skilled to carry out what is expected of them, recommend training, coach, develop.
• Provide leadership to telesales staff to assist with customer service and attainment of sales targets.
• Have monthly meetings with staff.
• Succession Planning – Ensure that a possible successor is identified and mentored as far as possible. If not at all possible, train and develop a Team Leader under you to be able to stand in for you as and when required.

Training and Development

• Product/service-related training to be completed and attended as and when necessary (attendance register/certificates/results).
• Provide product/service knowledge internally where required.

• Matric
• Tertiary Sales /or Marketing and / or Business Management qualification would be advantageous.
• 3 years’ experience in a management capacity required, at a similar level

• Computer knowledge, specifically MS office applications
• Knowledge of budgeting, sales/marketing principles, etc.
• ICT industry knowledge
• Working knowledge of management principles and sales
• Good verbal and written communication skills
• Excellent phone etiquette
• Negotiation skills
• Computer literacy
• Ability to work independently or as part of a team.
• Knowledge of products
• Knowledge of systems and processes