SALES, MANAGER (SOUTHERN)
\nCompany Name: Botswana Savings Bank
\nReference Number
\nBSBRSB001<\/p>\n
Key Responsibilities<\/p>\n
Manage the daily running of the call centre, including sourcing equipment, effective resource planning and applying call centre strategies and operations.
\nPerform needs assessments, performance reviews and cost\/benefit analysis to identify additional equipment and resources for the contact centre.
\nDevelop and oversee operator key performance indicators and targets in order to meet call centre goals and targets.
\nEnsure all relevant communications and data are updated and recorded on the appropriate platform.
\nAdvise clients on organisational product and service offerings.
\nLiaise with relevant people to gather information and resolve issues.
\nStay 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.
\nMonitor calls and operator performance in order to identify areas for improvement.
\nWork with Organisational Effectiveness section to develop or source training to improve quality and minimise errors.
\nRecord 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.
\nHandle the most complex customer complaints or enquiries.
\nOrganise shift patterns and the number of staff required to meet demand.
\nCoach, motivate and retain staff.
\nForecast and analyse data against budget figures on a weekly and\/or monthly basis.
\nUNDERTAKE OTHER RELATED ACTIVITIES AS DIRECTED BY HEAD, RETAIL BANKING AND SALES<\/p>\n
Requirements<\/p>\n
Bachelor\u2019s degree in Communications, Marketing, Sales, Administration or related.
\nwould be an added advantage
\nFive (5) years\u2019 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.
\nInterpersonal and communication
\nCustomer service orientation
\nTraining and coaching
\nProblem solving
\nResults and business focus
\nMulti-tasking
\nConflict resolution<\/p>\n
How to Apply
\nApplication link: https:\/\/bsb.mcidirecthire.com\/External\/Job?Ref=TEkBhDYErs0qhHgueWeCgtyRI-cnPLR1MRk1RR6Cpou3ktpvROhSqniBGkK6j098M9hTM_QPben6WDz0kCMKhX3Xrgc85XMgq4CyJsjuJdbaB1XudKjx0pTsv3iUoLpXt6Rtv31hnHrSbRnDmVmQ
\nREF Code: BSBRSB001<\/p>\n
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