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Job Summary
The suitable and successful candidate will be responsible for leading and managing a team of Outbound Sales Consultants/Agents as per SLA. Product comprehension of sales and customer care coupled with proactive client interface ability would be critical functions for the role
- Team leadership and management
- Guide agents by demonstrating exceptional customer satisfaction
- Guide, coach and Determine training needs for staff.
- Communicate job expectations to Agents
- Harness agent’s potential to perform optimally
- Tailor recommendations to improve Consultants on reaching their targets.
- Monitor attendance, punctuality and leave of personnel
- Keep to date and abreast of industry trends industry trends
- Manage requests/escalations between different business units to solidify resolution outcomes
- Report on a regular basis on statistics, data, ratios, attrition, and terminations
- Examine and indicate areas of improvement for systems, policies and processes used and propose solutions
- Frequent monitoring of metrics, data and reporting on operational status
- Manage quality assurance
- Oversee the overtime process and monitor different shifts that are in place
Requirements
- A minimum of 2-3 years outbound management experience
- Willingness to work nightshift to accommodate American time zones
Competencies
- Strong ability to manage a sales team
- Strong ability to empathize with a customer
- Strong problem-solving skills
- Ability to resolve escalated customer issues
- Drive Sales
CallForce
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