Digital Sales Call Centre Manager (EE African) - Boksburg

Location: Johannesburg, South Africa
Salary: RNeg Monthly
Recruiter: Ellahi Consulting
Job Ref: JHB000721/AE
Date posted: Sunday, December 1, 2019
Summary: Leading Automotive group seeking a skilled Digital Sales Call Centre Manager (EE African) at the Motor Retail Boksburg’s Head Office to lead the call centre team’s performance and improve service quality.

 

 

Job Description

MINIMUM REQUIREMENTS

  •     Matric
  •     High School Diploma or equivalent.
  •     More education or experience in a related field may be preferred.
  •     Code 08 driver’s license.
  •     Proven track record with contactable references
  •     EE  African applicants only

 KNOWLEDGE & SKILLS REQUIRED

  •     Strong numerical and analytical skill.
  •     Process orientated.
  •     Good Administrative and reporting skills.
  •     Change management experience will be an advantage.
  •     Exceptional interpersonal, customer service, problem-solving, verbal        and written communication, and conflict resolution skills.
  •     Strong coaching and leadership skills, ability to motivate employees.
  •     Proficiency with necessary technology, including computers, software      applications, phone systems, etc.
  •     Polite, professional phone voice

JOB RESPONSIBILITIES:

  • Determine Digital Sales Channel operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis.
  • Hiring, training, coaching, and leading Digital Sales Channel call center staff members.
  • Assisting Executive team in identifying trends and establishing Digital Sales Channel goals.
  • Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
  • Preparing reports and analysing call centre data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
  • Taking on other tasks or projects to support employees, other managers, and Digital Sales Channel operations.
  • Responsible for operational support to the Digital Sales Channel department and dealerships.
  • Develop and maintain good relationship with all stakeholders.
  • Engage with dealership management in ensuring procedural discipline.
  • Engage with end users on continuous basis, offer training onsite and track adoption.
  • Update system information for users and dealers where necessary.
  • Drive adherence to departmental and dealer processes in regard to system/s utilization.
  • Manage and anticipate change at various levels.
  • Testing of processes and providing feedback on shortfalls.

PERSONAL ATTRIBUTES

  •     Self-motivated, responsible and dependable.
  •     High level of confidentiality.
  •     People and deadline orientated.
  •     Ability to multitask and remain calm under pressure.
  •     Decisiveness and attention to detail.
  •     Willing to go the extra mile.
  •     Ability to work under pressure.
  •     Independent and able to function without close / consistent                    supervision.
  •     Innovative and decisive

 

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