Job Title: Sales Call Centre Manager
Organisation: True North Consult Ltd
Duty Station: Kampala, Uganda
About the Company:
True North Consult Ltd is a boutique HR Consultancy Firm that offers bespoke HR solutions to selected clients in various sectors and industries across East Africa, with operational offices in Kampala, Nairobi and Kigali.
Job Summary: We are looking for a dynamic and results-driven Sales Call Centre Manager to oversee and manage tele sales operations within the call center. This role involves leading the Tele sales Call Centre Team, ensuring sales targets are met and maintaining high-quality standards in customer interactions. The manager will ensure that leads are converted into sales and provide feedback to the business on reasons for rejection and strategies on how to overcome these. The ideal candidate should have strong leadership skills, a proven track record in tele sales, and the ability to foster a high-performance culture while ensuring exceptional service delivery.
Key Duties and Responsibilities:
- Develop and implement strategies to achieve and exceed tele sales targets.
- Oversee day-to-day operations of the call center, ensuring efficiency and alignment with business objectives.
- Monitor call center metrics, including call volume, conversion rates, and sales performance, to identify areas for improvement.
- Lead, mentor, and motivate the tele sales team to achieve individual and team sales goals.
- Set clear performance expectations, conduct regular evaluations, and provide constructive feedback.
- Develop and execute training programs to improve sales techniques, product knowledge, and customer service skills.
- Foster a positive and collaborative work environment that promotes teamwork and accountability.
- Ensure high standards of quality in all tele sales interactions by implementing quality assurance processes.
- Address customer complaints or escalations promptly to maintain a positive customer experience.
- Analyze sales data and prepare regular reports on performance, trends, and recommendations for improvement.
- Use insights from data analysis to refine sales strategies and optimize call center operations.
- Provide detailed reports to senior management on progress towards sales and performance goals.
- Continuously assess and improve tele sales processes, workflows, and tools to enhance productivity and efficiency.
- Collaborate with other departments, such as Marketing Debt Collection and Sales teams, to align sales efforts with broader business goals.
Qualifications, Skills and Experience:
- Bachelor’s degree in business administration, Sales, Marketing, or a related field (or equivalent experience).
- 5+ years of experience in call center specifically tele sales management, with a proven record of meeting and exceeding sales targets.
- Strong knowledge of tele sales techniques, CRM systems, and call center technologies.
- Experience in performance management and team leadership.
Skills and Competencies
- Exceptional leadership and motivational skills with the ability to inspire a team to achieve goals.
- Strong analytical skills to interpret sales data and drive informed decisions.
- Excellent communication and interpersonal skills, both verbal and written.
- Ability to manage multiple priorities, meet deadlines, and perform under pressure.
- Commitment to delivering high-quality customer experiences while achieving sales objectives.
How to Apply:
Please share your CV and Academic Documents to [email protected] with subject line Sales Call Centre Manager by 8th April, 2025.
All applications shall be acknowledged as received but only shortlisted candidates will be contacted.
All applicants should share their CV’s and Cover Letters in PDF or MS Word STRICTLY.
Deadline: 8th April 2025
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