Summary
Date Posted: Monday, February 10 2025, Base Salary: Not Disclosed

JOB DETAILS:
THE ROLE
• The purpose of the Sales department is to drive Milvik growth through ensuring customer intake and retention as per company budget and delivering BIMA customer promises
• The Head of Call Centre Sales is responsible for driving acquisition of hundreds of thousands of customers, through building a strong sales culture among the team to meet budget targets.
• The Head of Call Centre Sales will build a strong sales culture, enhance team productivity, and implement strategies to maximize sales performance.
• This role involves direct supervision of Call Centre Operation Managers and their teams, contributing to the overall sales strategy, and ensuring adherence to ethical sales practices.

RESPONSIBILITIES (ROLE SPECIFIC)
Sales Strategy and Operations:
• Develop and implement comprehensive sales strategies to achieve organizational goals.
• Oversee sales operations, ensuring alignment with customer-centric principles and company promises.
• Manage and optimize lead generation and conversion processes.
• Design and implement win-back strategies and processes.
• Contribute to product development and sales strategies, including upselling and bundling.
• Ensure the implementation of a customer-centric sales framework.

Team Leadership and Development:
• Lead, motivate, and manage the performance of Call Centre Operation Managers and their teams.
• Implement the BIMA Leadership Academy to enhance the leadership skills of Call Centre Operation Managers and their reports.
• Conduct regular performance reviews and feedback sessions.
• Identify training needs and provide necessary support to address weaknesses.
• Foster a strong team culture through team-building activities and motivational techniques.

Performance Management:
• Analyze sales performance data to identify trends and areas for improvement.
• Develop and review sales scripts and sales techniques to boost productivity.
• Ensure ethical sales practices and adherence to the Milvik serious misrepresentations policy.
• Implement a performance management system in collaboration with HR.

Revenue Generation:
• Drive sales growth through new customer acquisition and retention of existing customers.
• Ensure the sales team meets or exceeds monthly, quarterly, and annual sales targets.

Reporting and Escalation:
• Prepare and present various performance reports and analyses.
• Escalate technical challenges and other issues to the appropriate departments.
• Ensure compliance with company policies and zero tolerance on serious misrepresentations and underperformance.

Call Centre Management:
• Collaborate with recruitment and training officer in the recruitment, training, and performance of call center staff.
• Implement robust systems to manage attendance, time-keeping, and talk-time.
• Ensure the call center environment supports high performance and positive culture.

Technical Platforms:
• Quickly report any technical issues to the Tech Manager.
• Provide MSISDN samples and scenarios to the technical team for troubleshooting.
• Apply the Milvik equipment management framework effectively.

THE CANDIDATE
Qualifications
• Bachelor’s Degree in Business, Marketing, or similar

Expertise and Experience
• 7+ years’ experience in sales; Excellent sales techniques and ability to think strategically about customer acquisition and retention
• Share our passion and intrinsic motivation to deliver our organizational purpose and culture
• Customer obsessed to deliver BIMA customer promises
• 4+ years of leadership track record in managing a team
• Optimist and self-driven
• Irreproachable professional integrity
• Excellent communication, interpersonal, conflict resolution and management skills
• Working knowledge of Excel

Language
• Written and Spoken English
• Swahili

Work Hours: 8

Experience in Months: 84

Level of Education: Bachelor Degree

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