Position: Customer Service Inbound and New Sales Manager
Company: Fidelity Services Group (Fidelity ADT – Midrand)
Location: Midrand, Gauteng
Job Type: Permanent
Closing Date: 09 June 2025
Posted Date: 02 June 2025
Industry: Security and Investigations
Level: Mid-Senior Management
Overall Purpose:
To manage the Inbound Client Services Department and new sales operations. This includes overseeing client communications, retention, complaint handling, team performance, and driving business growth through new sales initiatives.
Minimum Qualifications & Experience:
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Tertiary qualification (advantageous)
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At least 3 years of relevant experience in a Contact Centre or training environment (client service, retention, communication, and new sales)
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Computer literate (MS Office)
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Code 08 Driver’s Licence
Key Responsibilities:
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Manage inbound call service levels (minimum 90%)
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Reduce call abandonment and improve response times
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Oversee retention and attrition-prevention projects (e.g., FTT project)
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Analyse customer perception surveys and implement action plans
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Ensure compliance with SOPs and reporting standards (daily, weekly, monthly)
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Investigate client complaints and implement corrective actions
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Supervise staff performance and quality assurance
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Ensure team training, accountability, and continuous improvement
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Maintain optimal staff compliment, manage absenteeism, vacancies, and turnover
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Lead and implement national best practices and new projects
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Support and coach supervisors and agents
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Ensure new sales growth and business development
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Monitor tech call feedback completion (90% daily target)
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Report on business performance and achieve operational targets (e.g., FY26 business save effectiveness at 80%)
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Maintain effective collaboration with internal departments and leadership teams
Behavioural Competencies:
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Ethical leadership and strong business acumen
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Excellent relationship management and consultation skills
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Critical thinking, project management, and decision-making ability
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Advanced communication, administration, and presentation skills
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Passionate, professional, driven, and innovative mindset
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Strong HR and IR knowledge, conflict resolution, and change management skills
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Customer-focused and detail-oriented
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Committed to continuous improvement and urgency in execution
Additional Information:
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Preference may be given to internal and historically disadvantaged candidates
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If not contacted within 10 working days after the closing date, consider your application unsuccessful
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