Call Centre Supervisor

Recruiter:

Green Marble Recruitment Consultants

Job Ref:

JHB001457/DDT

Date posted:

Monday, September 26, 2022

Location:

Capetown, South Africa

Salary:

35 000 Monthly

JOB SUMMARY:
An FMCG giant in Salt River, Cape Town needs an innovative Call Centre Supervisor to implement structures and lead continuous improvement ideas in the department. The team is self-sufficient but needs QC structures implemented.
Someone who is competent in data analysis and reporting will be who is successful for the role.

JOB DESCRIPTION:

Minimum requirements:

Matric.
Related Sales Qualification is desirable.
FMCG industry 3-5 years Essential.
Sound knowledge of call center/telesales processes (3-5 years Essential).
GP 2010 or ERP system principles.
Sales process key control points.
Performance management principles.
Trends and gap analysis.

Duties and responsibilities:

To recruit, coach, develop and manage the performance of the call center agents to provide adequate sales services for the customers in line with agreed processes.
Pricing checks and trend analysis.
Ordering and variance follow-up on exceptions and outstanding orders.
Tele-sales and promotional calls.
Returns minimization.
Monitoring and completing NCRs on Third-party service levels agreements.
To collate and rapport on key sales trends to the sales team to defend and maintain market share as well as inform promotional tactics for example variance report by channel and customer, supporting new product launches.
To improve and maintain customer relationships through timeously communications e.g., send out SMS/ telephonic notification to affected customers of late deliveries.
To develop a baking plan based on orders received and trend analysis of channel and YOY comparisons and inform the production HOD of the requirements.
To manage “on hold customer” orders and “price exceptions” by escalation to the relevant national pricing and Master Data management.
To facilitate the weekly call centre Invocom to assure alignment to bakery team strategy and review actuals against the plan.

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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