SALES & LEAD MANAGER - VIRTUAL CALL CENTRE M/F

Join CFAO South Africa !

From the sale of new and used vehicules and tricks, to supply -chain,logistics management, material handling ans assembly for the automotive Industry, CFAO South Africa delivers a range of integrated mobility solutions across the automotive value chain contributing towards the support, development and growth of the Automotive Industry in South Africa, and across the rest of Africa.

we are looking for    SALES & LEAD MANAGER - VIRTUAL CALL CENTRE M/F   based:   South Africa

Job description:

PURPOSE OF POSITION:

The Sales and Lead Manager will be responsible for running the Virtual Call Centre for CFAO Mobility, ensuring the effective management, qualification, and conversion of sales leads across our national dealership network. This role requires an experienced automotive sales professional with strong knowledge of vehicle sales processes, F&I interaction, and digital lead management systems (CMS Systems).

The incumbent will drive performance, coach the virtual sales team, and implement best practices in lead qualification to support both new and pre-owned vehicle sales growth.

MINIMUM QUALIFICATIONS/REQUIREMENTS:

Essential:

• Proven automotive sales experience (minimum 5 years), with exposure to F&I processes.
• Demonstrated success in lead management and digital sales funnels.
• Strong background in call centre operations or virtual sales environments.
• Experience with CRM/CMS systems (e.g., CMS, AUTO HUB SLA, Salesforce, or similar).
• Excellent communication, negotiation, and closing skills.

Preferred:

• Previous management or supervisory experience in a sales or call centre environment.
• Familiarity with South African automotive retail industry dynamics.
• Knowledge of digital marketing campaigns and how they generate leads.

Key Skills & Competencies:

• Strong leadership and people management skills.
• High-level sales acumen and ability to close deals.
• Analytical mindset with ability to interpret sales data and KPIs.
• Excellent customer engagement and relationship management abilities.
• Ability to work under pressure and meet sales targets.
• Proficient in call centre technologies, CRM/CMS platforms, and Microsoft Office Suite.

Performance Indicators (KPIs):

• Lead response time within SLA.
• Lead-to-appointment ratio.
• Appointment-to-sale conversion ratio.
• Customer satisfaction and feedback.
• Overall sales contribution from the Virtual Call Centre to CFAO Mobility.

Profil demandé :

KEY DUTIES AND RESPONSIBILITIES:

1. Sales & Lead Management

• Oversee all inbound and outbound sales leads through the Call Centre and CMS lead management system.
• Ensure leads are qualified, nurtured, and converted according to defined sales KPIs.
• Implement and optimise lead distribution to dealerships and sales teams.
• Collaborate with dealership F&I Managers to ensure smooth transition from lead qualification to deal structuring.

2. Call Centre Operations

• Manage the daily operations of the Virtual Call Centre, including sales agents and lead specialists.
• Monitor performance metrics: lead response time, contact rate, appointment setting, and conversion ratios.
• Establish call scripts, objection-handling techniques, and customer engagement frameworks.
• Implement quality control measures (e.g., call listening, coaching sessions).

3. Dealership & F&I Liaison

• Serve as the primary point of contact between digital sales agents and dealership sales managers.
• Secure accurate, approved quotes and confirm stock availability once customers commit to a vehicle.
• Manage workflow between customers, agents, dealerships, and F&I Specialists to ensure smooth finalisation.
• Identify and resolve communication or process bottlenecks between call centre and physical dealerships.

4. Sales Strategy & Growth

• Develop and execute sales strategies to maximise lead-to-sale conversion.
• Align call centre objectives with group sales targets and dealer performance goals.
• Identify upselling and cross-selling opportunities across multiple brands and models.

5. Team Leadership & Training

• Lead, coach, and motivate a team of call centre agents to deliver results.
• Provide ongoing training on automotive product knowledge, F&I basics, and customer engagement.
• Foster a high-performance culture with a strong focus on accountability and continuous improvement.

6. Reporting & Analysis

• Generate and analyse daily, weekly, and monthly lead performance reports.
• Provide management with insights into conversion rates, lead quality, and campaign ROI.
• Recommend process and system improvements to optimise lead handling.