Channel Operations Sales Manager- Homechoice

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General Details
Location:
, OtherSouthern Suburbs
Advertised By: Agency
Job Type: Contract
Description
Purpose of the roleThis role will be ideal for a candidate who can determine and maintain the long-term strategic and revenue objectives through the development and implementation of operational support system within a contact centre environment. Ensure business growth through directing and managing business operational activities in accordance with operational best practices, and in compliance with the organisation’s policies and procedures.Key Performance AreasManage operational objectives - sales and customer servicesEnsure that the operations functions are run effectively and efficiently so that each operational area performs in terms of their strategic plan and operational objectivesEnsure that operating objectives and standards of performance are owned by management as well as by employeesManage and lead the telemarketing and customer services contact centres ensuring that all operational targets are achieved whilst continuously improving systems, procedures and policiesResponsible for managing customer support (back office) and salvage teams to not only resolve escalated queries, but also improve the customer experience through completing customer surveys and providing feedback and updatesEnsure that the direct sales agents achieve their sales targets, have acceptable pass rates and that the required number of agents is recruited to achieve the sales targetsEnsure resources and support is in place and all operational areas are appropriately staffed to meet operational requirements and targetsEnsure structures supports longer term growth objectivesEnsure the operations runs in accordance with relevant legislation, in particular with regard to the NCREnsure that technology is appropriately utilised in the contact centres and that new technology and functionality is continuously being considered.Customer ServiceChallenge, identify and improve processes and systems to achieve and improve overall customer service and experienceTrack the customer experience on an on-going basis through the customer experience indexEnsure appropriate measures are undertaken within the contact centres and operational areas to create, promote and obtain a customer centric culture and an environment to drive service excellenceResponsible for to improve processes and systems in order to improve our customer experience and her interaction with usProcure mystery shopper feedback and drive the executive process of obtaining direct customer feedback to identify potential areas for concern related to customer service, facilitate corrective action and monitor if current concerns have been addressed and resolved in a timeous mannerSystems, procedures and processesReassess current systems and processes and propose enhancements for optimisation in the areaDrive innovation to enhance productivity, effectiveness and efficiencyDirectly responsible for implementation and maintenance of the company’s operational procedures, reporting on the performance and initiating improvements

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