Job Purpose

The Senior Contact Center Manager (Outbound) is responsible for the overall day-to-day operational performance and of the Contact Center under his/her control. In constant consultation and alignment with the National Contact Center Manager, he/she takes decisions regarding the people, the process, the technology and the customers that are part of the call center and the future strategy and development of the center. Contact Center Manager is responsible for driving/ monitoring performance / achievement of set objectives (targets / KPIs) for the center.

The Senior Contact Center Manager manages a team of HVN internal and external (3rd Party) sales personnel to achieve HVN overall business objectives within a geographical location designated. He/she provides regular feedback, give daily reports and seek the advice of National Contact Center Manager on critical issues requiring attention, Sales performance Management

Accountabilities

- Sales Performance Review 

- People Development, motivation for better Performance, coaching for Performance

- Management of Fulfilment Agents

- Sales Performance Management

- Retail/ Point of Sales Management

- Reporting and Feedback

Collaborate with all stakeholders to ensure the successful implementation and rollout of all RTC transformation (Telesales in particular) projects in all Regions Nationally.

Support and Coordinate the projects works, the testing and ensure Best in Class solution is delivered timely and effectively so that HVN objective is achieved. Collaborate with Sales Systems B2B team & Local IT team to ensure the desired platform is selected and are compatible for HVN use

Qualifications:

Bachelors or Master’s degree, preferably in Business Minimum 5 years of experience in relevant positions, previous call centre management experience gained in a B2B environment, or sales team management experience. Experience as a Line Manager with man-management skills is an advantage Possess a natural constructive but challenging mind-set with proven ability to influence others Good knowledge of Sales processes and Contact Hub operations & controls Ability to collect & analyse data, evaluate information and apply logical judgment. Decisiveness and attention to detail Ability to multitask and remain calm under pressure Effective Problem Solving

KNOWLEDGE:

Good Presentation and communication skills Good handling of Microsoft Office tools Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills Fluent English, needed for interaction (Presentation, reading, written, spoken).

Functional Competencies:

Digital Literate Excellent Application Knowledge Process Management Commercially assertive Customer service/Experience Conflict resolution Managing Self & People Operational Effectiveness

Others:

A proven leader, with a winning mind-set A consensus builder and innovator who can effectively drive change A proven ability in managing and motivating a team to achieve sales targets A passion for providing a great Customer service experience Ability to communicate effectively and build strong relationships with all key stakeholders Possesses a high degree of IT literacy. Embracing learning & growth