Telesales Supervisor Call Centre

Client

A leader in digital healthcare solutions providing ?Hospital at Home? care solutions for critical ill patients who are discharged from hospital.

Key Purpose of Role

We are seeking an experienced and motivated (Tele)Sales Supervisor to lead and manage our team of Sales Consultants. As the Sales Supervisor, you will be responsible for driving sales performance, coaching team members, and ensuring that our sales strategies align with company growth objectives.

Your role will focus on overseeing the sales process, ensuring customer satisfaction, and maintaining high standards of compliance and efficiency within the sales team. The Sales environment is an inbound and outbound call center operation, with supporting contact center performance and CRM systems and KPI metric and reporting.

Key Requirements

Minimum Education (Desirable):

• Bachelor?s degree or relevant
• Sales management training or certification is an

Minimum Applicable Experience (Years):

• Proven 3+ years of experience in a sales leadership role, preferably in a contact center or healthcare sales environment.

Required Experience:

• B2C sales
• Proven track record of meeting and exceeding sales targets in a supervisory
• Managing customer relations, resolving inquiries and resolving escalations in a digital or telephonic sales setting.
• Proficiency in CRM systems and managing sales
• Working in an environment with established sales and operational

Essential Skills and Competencies:

• Leadership: Proven ability to lead, motivate, and develop a sales
• Sales Focus: Strong ability to drive sales performance through effective strategy implementation and team management.
• Building Customer Relationships: Develop rapport with customers and address their needs effectively.
• Sales Driven: Demonstrate a results-oriented mindset focused on meeting and exceeding sales targets.
• Communication Skills: Ability to clearly articulate product and service information
• Analytical Thinking: Strong data analysis skills, with the ability to interpret sales metrics and provide actionable insights.
• Customer-Centric Approach: Commitment to delivering a high level of customer service and satisfaction for escalatations.
• Problem Solving: Ability to manage escalated customer concerns and deliver prompt, effective solutions.
• Adaptability: Flexibility to adjust to changing sales processes, customer needs, and market conditions.
• Team Collaboration: Work closely with the Regional Engagement and Operations Manager and sales team members to achieve team goals.

Skills and Knowledge (Essential):

• Proficient use of CRM systems and digital sales
• Strong interpersonal and customer engagement
• Knowledge of sales funnels and conversion
• Excellent command of English, with clear, neutral
• Ability to work under pressure and meet
• Problem-solving and conflict resolution
• Familiarity with Google Suite and other productivity

Key Responsibilities:

Sales Engagement & Customer Acquisition:

• Handle inbound and outbound sales calls, engaging with potential customers to convert leads into sales.
• Meet or exceed sales targets and conversion rates through proactive customer engagement and relationship building.
• Provide customers with accurate and clear information regarding offerings and

Customer Relationship Management (CRM) and Reporting:

• Maintain accurate and detailed customer information in the CRM system, ensuring all interactions and transactions are logged.
• Monitor personal and team sales performance and provide regular updates to the Regional and Engagement on key metrics such as sales volume, conversion rates, and customer satisfaction.
• Follow up on leads and customer inquiries in a timely and professional

Process Adherence and Compliance:

• Adhere to all sales and operational processes, ensuring compliance with internal policies, industry regulations, and healthcare standards.
• Stay informed about any changes to company products, services, or procedures, and ensure accurate communication to customers.
• Ensure the team follows all sales processes and complies with industry standards and regulatory requirements, including healthcare regulations like POPIA.
• Regularly audit CRM data and customer interactions to ensure consistency and
• Implement best practices for customer data management and

Customer Service & Support:

• Handle customer inquiries and resolve issues efficiently, providing a high level of customer satisfaction.
• Collaborate with the technical support and customer service teams to resolve complex
• Ensure customer complaints are escalated to the Regional Engagement and Operations Manager when necessary for swift resolution.

Continuous Learning & Improvement Training:

• Lead regular sales training and development sessions to enhance product knowledge and sales techniques of the sales team.
• Provide feedback to the Regional Engagement and Operations Manager on potential process improvements and customer experience enhancements.
• Stay up-to-date with market trends, customer preferences, and competitor offerings to inform sales strategies.

Reporting & Performance Analysis:

• Prepare regular reports on team performance, including sales metrics, CRM data accuracy, and customer satisfaction scores.
• Provide feedback to senior management on sales trends, team performance, and areas for improvement.
• Utilize data to forecast sales and identify potential growth

Key Performance Indicators (KPIs):

• Achievement of personal and team sales targets and growth
• Lead conversion rates and upselling
• Customer satisfaction scores and
• Ensuring the precision and thoroughness of CRM data entered by the
• Sales team compliance with sales processes and regulatory

What we offer:

Competitive compensation package with benefits. We have learning and development opportunities, a dynamic and an inclusive work culture. If you are passionate about leading sales teams and making a positive impact on healthcare, we encourage you to apply.

The client is an equal opportunity employer and values diversity at our company. They do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.