Telesales Manager

  • Accra, Greater Accra
  • Full-time
  • Telesales
  • bim-76276

THE ROLE

The role will be based in Accra.  Strong leadership skills and accountability for self and others relating to performance, people engagement and attrition management.  Maintaining and enhancing current Team Leadership through development and interpersonal skills.  Delivery of sales and revenue targets and managing performance.  Focused on quality sales customer outcomes within global QI framework.  Working closely with the Training and Quality teams to drive development and improvement.

THE RESPONSIBILITIES 

Leadership & Team Management

  • Ultimate responsibility for sales / productivity and End User Price performance delivery
  • Lead by example and promote a culture of trust through positive behaviours and demonstrating high levels of integrity
  • Ensure a clear understanding for every team member of how their role contributes to the BIMA purpose and goals
  • Lead and develops local sales team leadership community
  • Holds direct reports accountable for performance and quality adherence
  • Maintains sales associate headcount as per global requirements by effective pro-active employee engagement and effective attrition management
  • Brings energy to their team to create a positive environment where every team member wants to come and do their best work
  • Maintains a positive morale with a professional attitude
  • Creates an environment of trust and people engagement and motivates team members to deliver to budget

Sales Operations management

  • Delivers to budget (performance and revenue), weekly, monthly, and quarterly against agreed KPI’s
  • Maintains sales volume through regular & diligent tracking and performance monitoring
  • Defines and communicates business’ KPIs and targets to all Sales Supervisors
  • Manages headcount to deliver sales and revenue targets
  • Meets/exceeds QI standards and drives correct selling behaviours
  • Holds sales supervisors to account for compliance delivery and mis selling
  • Works collaboratively with local QI and Training teams
  • Holds weekly and monthly meetings with all team leaders to appraises job results
  • Completes sales operational requirements by scheduling and assigning employees and following up on work results
  • Cultivates lasting relationships with customers to grow customer loyalty
  • Mentors, develops, and coaches sales Supervisors for improved performance and personal career development

Contribution to global best practices in sales operations

  • Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies
  • Contributes to global team effort by accomplishing related sales and revenue results

THE PERSON 

  • Minimum 3 years professional working experience as a Sales Call Centre Manager (or equivalent) leading at least 8+ sales supervisors (150+ sales associates) within a large-scale sales call outbound call centre (preferably insurance / telecommunications)
  • Proven experience including sales techniques and, sales best practice in either a captive and/or outsourced call centre sales operation
  • Proven understanding of working in a multi-lead source outbound call centre including lead performance and conversion
  • Able to demonstrate how to lead high performing team leader sales communities and, drive performance through people
  • Excellent analytical, data interrogation, negotiation and leadership skills
  • Self-motivated and able to work alone and in teams, highly accountable and results-focused
  • High emotional intelligence with superior levels of self-awareness, personal resilience, and the ability to relate to others and adapt approach as the situation requires
  • Able to effectively communicate and execute change and change management (people, process and technology)
  • Able to work in a dynamic and fast-paced business
  • Able to adapt to change at pace whilst maintaining performance, quality, and results

PS: Only shortlisted candidates will be contacted.

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