We are seeking a highly analytical and operationally strong Sales Operations Coordinator to support the Call Centre Manager in driving productivity, sales performance, reporting accuracy, and operational efficiency across a sales call centre environment.

The role provides direct operational and analytical support, ensuring reporting, lead management, operational oversight, and campaign performance are effectively managed. The successful candidate must be able to work independently, identify gaps proactively, analyse trends, and recommend strategies to improve performance.

The incumbent will also provide operational oversight within the call centre when management is unavailable.

Qualifications

• Matric / Grade 12
• Business or Marketing Degree preferred

Experience & Skills Required

• Minimum 2–3 years' management experience within a sales-driven call centre environment.
• Proven involvement in managing campaigns, driving sales performance, and overseeing reporting processes.
• Experience in sales call centres is essential.
• Strong understanding of call centre productivity metrics and sales reporting.
• Advanced Microsoft Excel skills.
• Experience working with dialler systems, lead management systems, and reporting tools.
• Strong analytical and problem-solving abilities.
• Ability to interpret data and convert insights into actionable strategies.
• Excellent organisational and time management skills.
• Strong communication and stakeholder management skills.
• Ability to work under pressure and meet tight deadlines.

Key Responsibilities

Reporting & Analytics

• Prepare and maintain daily, weekly, and monthly sales and productivity reports.
• Ensure all operational, sales, productivity, and management reports are accurate, updated, and submitted on time.
• Analyse sales, conversion, productivity, and operational trends.
• Identify gaps, risks, and opportunities within campaigns and provide recommendations to improve performance.
• Track key operational metrics including:
  • Conversion Rates
  • Talk Time
  • Leads Worked
  • Contactability
  • Sales Productivity
  • Pipeline Movement
  • Appointment Management

Lead & Campaign Management

• Monitor and manage lead pipeline flow across teams.
• Ensure lead prioritisation and campaign allocations are functioning correctly.
• Highlight pipeline issues, delays, or lead shortages proactively.
• Work closely with team leaders to ensure leads are being worked effectively.
• Assist with campaign setup, optimisation, and reporting.

Operational Support

• Support operational planning and execution.
• Prepare information and presentations for meetings and management discussions.
• Attend operational meetings and provide reporting insights where required.
• Ensure operational trackers and dashboards remain updated and accurate.
• Act as a central support function between operations, team leaders, and management.

Leadership Support

• Provide operational oversight within the call centre when required.
• Escalate critical operational concerns where necessary.
• Drive accountability around reporting, productivity, and operational disciplines.
• Support the implementation of operational strategies and process improvements.

Preferred Skills & Competencies

• Strong attention to detail.
• Highly proactive and solution-driven.
• Strong business acumen.
• Ability to manage multiple priorities simultaneously.
• Strong presentation and reporting capability.
• Self-managed and able to work independently.
• Operationally minded with strong follow-through.
• Strong analytical mindset.

Success Measures

• Accurate and timely reporting.
• Improved visibility of operational performance.
• Effective lead pipeline management.
• Reduced lead delays and operational gaps.
• Improved sales productivity and campaign performance.
• Strong operational support to leadership.