SALES, MANAGER (SOUTHERN) – Botswana Savings Bank

SALES, MANAGER (SOUTHERN) Company Name: Botswana Savings Bank

Reference Number BSBRSB001 Key Responsibilities Manage the daily running of the call centre, including sourcing equipment, effective resource planning and applying call centre strategies and operations. Perform needs assessments, performance reviews and cost/benefit analysis to identify additional equipment and resources for the contact centre. Develop and oversee operator key performance indicators and targets in order to meet call centre goals and targets. Ensure all relevant communications and data are updated and recorded on the appropriate platform. Advise clients on organisational product and service offerings. Liaise with relevant people to gather information and resolve issues. Stay 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. Monitor calls and operator performance in order to identify areas for improvement. Work with Organisational Effectiveness section to develop or source training to improve quality and minimise errors. Record 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. Handle the most complex customer complaints or enquiries. Organise shift patterns and the number of staff required to meet demand. Coach, motivate and retain staff. Forecast and analyse data against budget figures on a weekly and/or monthly basis. UNDERTAKE OTHER RELATED ACTIVITIES AS DIRECTED BY HEAD, RETAIL BANKING AND SALES Requirements Bachelor's degree in Communications, Marketing, Sales, Administration or related. would be an added advantage Five (5) years' 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. Interpersonal and communication Customer service orientation Training and coaching Problem solving Results and business focus Multi-tasking Conflict resolution How to Apply Application link: https://bsb.mcidirecthire.com/External/Job?Ref=TEkBhDYErs0qhHgueWeCgt yRI-cnPLR1MRk1RR6Cpou3ktpvROhSqni BGkK6j098M9hTM_QPben6WDz0kCMKhX3Xrgc85XMgq4CyJsjuJdbaB1XudKjx0pTsv3iUoLpXt6Rtv31hnHrSbRnDmVmQ REF Code: BSBRSB001