Our client, a major player in the FMCG Sector is seeking to recruit for the post of Call Centre Manager who will report to the Senior Manager in the Sales and Distribution Department.
Manage the operations of the Telesales department, training of staffs, follow up on the assigned KPIs.
Organise and adjust activities as per Company strategies and / or marketing initiatives.
Act as a liaison between production, sales department, marketing and distribution channels.
Review warehouse stock levels daily and cascade amount available to team to facilitate orders.
Oversee the operations of the telesales department.
Planning of routes per channel / sub trade channel (call & delivery days) with respect to operational requirements (bank holidays, EOY, etc.)
Design and implement promotions for the trade.
Setting up of quarterly objectives per call routes / clusters.
Correlate the number of sales and volume of sales/ orders per cut-off time.
Communicate orders to dispatchers.
Follow up on team so that % of unproductive calls are kept within benchmark and ensure that follow ups are being made timely.
Participate in selection of personnel as per approved manpower plan.
Manage work allocation (Shifts, Annual Leaves, Overtime etc.as applicable) for team members and issues (including grievances, conflict, disciplinary action etc.).
Ensure development of talent based on organisation and individual needs.
Coach, counsel and ensure delivery of required training for team.
what you need to know
A diploma/ degree in management.
A minimum of 5 years' experience in call centre management.
- Call Centres / BPO / Outsourced services