Call Centre/Sales Manager at Corporate Staffing

Job Description (adsbygoogle = window.adsbygoogle || []).push({}); Corporate Staffing Services is a leading recruitment agency in Kenya providing complete recruitment services. In the last ten years we have been partners to local and foreign businesses looking to hire Kenyan professionals. We have recruited for diverse clients in different sectors and industries. Key Responsibilities.Call Centre Team Management. Build guidelines, policies, necessary training, and scripts for the teamsAct as a high-level communications liaison between Call Centre Team / Field officers and HQ on relevant matters.Ensure seamless operation and processes of the Call Centre.Work closely with Finance and Risk to learn the business considerations behind the approval process.Assigning and creating Call Centre weekly/monthly goals and targets.High-level monitoring of funnel movement and maintaining momentum.Ensuring constant and relevant CRM updates are done effectively.Ensuring scripts & protocols between customer and Call Centre team is understood and followed through effectively.Updating of protocols and scripts to be done regularly with the Africa Coordinator.Regular training sessions are to be arranged (in liaison with the Africa Coordinator) to ensure TD agents are well-versed with any product or process updates.Solve Call Centre issues and escalate to relevant HQ departments if required.Have weekly funnel review sessions with Country Manager to review weekly numbers achieved, identify gaps and implement solutions.Act as direct manager for the Call Centre team and be responsible for their welfare. Sales responsibilities Acquisition of new clients.Lead conversion from numerous marketing channels.Creating a short- and long-term sales plan to achieve the given objectives.Consistently meet revenue goals following team/organizational goals.Actively looking for possibilities to upsell and cross-sell to existing customers.Ensure maintaining customer relationships while onboarding.Recognize customer needs and provide insights for improving the product portfolio based on interactions with, and feedback from customers.Immediately identify and raise bottlenecks in our processes and provide solutions to counter them swiftly and effectively.Create structured efficient reporting mechanisms on Call Centre activity.Overseeing pre- to post-sales support activities while guaranteeing the greatest level of client Satisfaction.Managing all interaction channels with our customers: Social media, chat, emails, and so on. Key Knowledge and Experience. Bachelor’s degree in business administration, Marketing, or a related field.Must have 5+ years minimum experience in a Call Center Management role. Have experience in Sales in a growing, fast-paced, dynamic, serving agribusinesses, and selling financial products. Must have a solid understanding of financial products and loans.Have strong sales and interpersonal skills.Proven experience in achieving and exceeding goals.Have strong customer service and relationship management abilities.Have the ability to assist with the implementation and deployment of services and solutions.Have analytical and problem-solving capabilities.Exceptional negotiation skills.Shine in stressful and busy environments.Goal oriented.Possess presentation and communication skills.Time management.IT savvy, efficient with Microsoft Office (Powerpoint, Word & Excel).Ability to work independently.