Contact Centre Sales Manager – Fidelity Services (South Africa)

Fidelity Services Group seeks an experienced Contact Centre Sales Manager to oversee inbound/outbound operations and digital campaigns. Drive sales performance, lead a team of supervisors, and implement call centre best practices. Base: Johannesburg/Cape Town.

Employer:	Fidelity Services Group
Location:	Johannesburg • Cape Town • Hybrid
Salary Range:	R450,000 – R700,000/year
Experience:	5+ years outbound sales + 2 years management
Apply Before:	10 working days from posting

Key Responsibilities

• 🚀 Team Leadership: Manage 10+ supervisors/agents across inbound/outbound/digital channels
• 📈 Sales Growth: Develop strategies to exceed conversion (65%+ target) and talk time KPIs
• 🛠️ Quality Assurance: Monitor 100+ calls weekly, implement coaching plans
• 📊 Reporting: Prepare weekly performance dashboards for HOD

Requirements

• ✅ Matric + Call Centre Management certification (advantageous)
• ✅ 5+ years outbound sales experience (min. 2 years in leadership)
• ✅ Proficiency in MS Office + CRM systems (e.g., Salesforce)
• ✅ Proven track record of meeting 120%+ sales targets

Skills & Competencies

Benefits

• 💰 Performance bonuses (up to 20% of base)
• 🏥 Comprehensive medical aid
• 🎓 Leadership development programs
• 🔄 Hybrid work model (3 office/2 remote days)

How to Apply

1. Email documents to [email protected]:

   • Updated CV
   • Certified qualifications
   • 3-month sales performance report (if available)
2. Use subject line: “CC Sales Manager App – [Your Name]”
3. Shortlisted candidates will complete:

   • Psychometric assessment
   • Simulated team management exercise

FAQs

1. What’s the team size I’ll manage?

You’ll oversee 8-12 team leaders managing 150+ agents across shifts.

2. Are there KPIs for digital campaigns?

Yes. Chat response time (<2 mins) and digital conversion (35%+) are tracked.

Your Typical Week

• 📅 Mondays: Weekly target review with HOD + shift planning
• 🎧 Tues-Wed: Call monitoring + 1:1 coaching sessions
• 📊 Thursdays: Performance report preparation