1. Sales and Performance Management
- Translate business strategy into actionable sales targets and KPIs for the Contact Hub.
- Monitor, review, and drive sales and service performance to meet or exceed targets.
- Lead data-driven performance reviews to identify gaps, trends, and improvement actions.
- Ensure compliance with sales process standards and effective coverage of assigned territories.
2. People Leadership & Development
- Recruit, train, coach, and develop team members to achieve high performance.
- Foster a positive, motivating, and collaborative work environment.
- Conduct performance assessments and career development planning (Mid-Year & End-Year).
- Promote a culture of continuous learning, feedback, and accountability.
3. Fulfilment Agent Management
- Oversee relationships with Fulfilment Agents (FAs) to ensure On-Time-In-Full (OTIF) delivery.
- Coordinate with Area and Regional Sales Managers to optimize stock movement and order fulfilment.
- Lead weekly performance dashboards with regional teams to address FA performance and challenges.
- Ensure fair stock redistribution to maximize sales and outlet coverage.
4. Sales Team Operations
- Manage and coordinate the entire Contact Hub team (internal and external) to deliver results.
- Align area assignments and targets in coordination with the National Contact Hub Manager.
- Ensure consistent call standards, productivity, and adherence to sales protocols.
- Conduct daily performance huddles and drive execution discipline.
5. Coaching for Excellence
- Provide ongoing coaching and mentorship to supervisors and team leads.
- Foster teamwork, healthy competition, and knowledge sharing within the team.
- Support TSRs with sales presentation techniques and outlet management best practices.
6. Retail & Outlet Management
- Ensure comprehensive coverage of all assigned outlets per RTC standards.
- Drive sales effectiveness by monitoring call lists, order generation, and service quality.
- Collaborate with the field sales team to ensure OTIF delivery and outlet satisfaction.
7. Asset and Resource Management
- Safeguard and maintain company assets (IT devices, wallboards, headsets, etc.).
- Ensure optimal use of human, financial, and physical resources.
- Enforce compliance and take corrective action on misuse or negligence.
8. Reporting & Business Insights
- Track daily and monthly KPIs for TSRs and supervisors.
- Produce actionable insights from dashboard data to improve performance.
- Report regularly to the National Contact Hub Manager on key issues and progress.
Key Relationships
- Internal: National Contact Hub Manager, HR, Field Sales, Marketing, Regional Managers
- External: Third-party Contact Hub staff, Fulfilment Agents, Customers
