SALES, MANAGER (SOUTHERN) – Botswana Savings Bank 1072 views

Key Responsibilities

• Manage the daily running of the call centre, including sourcing equipment, effective resource planning and applying call centre strategies and operations.
• Perform needs assessments, performance reviews and cost/benefit analysis to identify additional equipment and resources for the contact centre.
• Develop and oversee operator key performance indicators and targets in order to meet call centre goals and targets.
• Ensure all relevant communications and data are updated and recorded on the appropriate platform.
• Advise clients on organisational product and service offerings.
• Liaise with relevant people to gather information and resolve issues.
• Stay current on developments and advancements relate to contact centres and identify best practice to incorporate in order to cost-effectively increase call centre performance and effectiveness.
• Monitor calls and operator performance in order to identify areas for improvement.
• Work with Organisational Effectiveness section to develop or source training to improve quality and minimise errors.
• Record statistics, user rates and the performance levels of the centre; develop reports on the same and share said report with Head, Retail Banking and Sales.
• Handle the most complex customer complaints or enquiries.
• Organise shift patterns and the number of staff required to meet demand.
• Coach, motivate and retain staff.
• Forecast and analyse data against budget figures on a weekly and/or monthly basis.
• UNDERTAKE OTHER RELATED ACTIVITIES AS DIRECTED BY HEAD, RETAIL BANKING AND SALES

Requirements

• Bachelor’s degree in Communications, Marketing, Sales, Administration or related.
• would be an added advantage
• Five (5) years’ experience working in a contact centre (preferably for a retail bank or other mass market financial institution), including at least two (2) years at a supervisory level.
• Interpersonal and communication
• Customer service orientation
• Training and coaching
• Problem solving
• Results and business focus
• Multi-tasking
• Conflict resolution

How to Apply

REF Code: BSBRSB001