Chief Manager - Telesales

Job Responsibilities;  Assisting in the daily operation of the call centre to ensure KPIs are met and maintained in line with company defined objectives.  Ensuring the process is compliant with the agreed quality guidelines.  Ensuring customer complaints are actioned and resolved as per service guidelines.  Assisting in the development and implementation of projects to improve performance against targets.  Assisting in the analysis of performance and identification of improvement areas.  Understanding the regulatory, fair trading and competition rules relating to the role enough to be able to comply with them.  Seeking specialist support where appropriate.  Actively supporting company policy and best practice in the area of security, with particular emphasis on the protection of sensitive customer information.  Coaching and mentoring team leaders/managers while assisting in their training and development.  Assisting in budgetary management.

Job Profile: • Clearly define responsibilities for all levels and develop key performance indicators/goals to ensure effective and efficient operation of the call centre • Continuously engage with other functions in the Organization to improve processes by eliminating gaps for better service delivery and an inclusive culture for the Call Center Team • Assist the Site Head in ensuring that a healthy, performance oriented and positive culture prevails in the Call Center • Asisst the Site Head in ensuring work-as-usual in absence of a peer i.e., another Managers absence on the floor • Effectively manage customer escalations • Spear head Reward and recognition and other engagement activities at the Center • Undertaking regular one-to-one meetings, team meetings at various levels, training and counselling/coaching sessions for all direct reports, conducting regular performance appraisals and remuneration reviews. • Budgetary management.