Telesales Operations Manager (American Call Center)

A Telesales operations manager is needed for a DME American call center company, Will be responsible for:

• Planning the day-to-day running of and the actis of a team of Telesals
  Representatives
• Work with the OBU Manager in identifying trends and establishing the department’s goals.
• Present reports and analyze OBU data to improve processes and performance.
• Consistently evaluate the performance of telesales representatives, ensure discipline and
  corrective actions where necessary.
• Provide leadership for telesales Agents by actively engaging and supporting them to ensure
  better performance.
• To drive achievement of service and sales targets, SLA’s and KPIs at the Center continually.
• To ensure the use of Telephone to achieve effective coverage to the assigned outlets and to
  sell all our products/services to them, thereby increasing our coverage of the market and
  achieving customer-centric objectives.
• Guide Telesales representatives through difficult calls or issues, diffusing angry customers
  and handling issues that cannot be fielded by telesales representatives.
• Leading team meetings, developing presentations and talks to motivate and educate telesales
  representatives and supervisors.
• Work with OBU Manager to carry out regular evaluation /assessment and develop a culture
  where training and development are part of the team, identifying actions and working with
  trainers to ensure the skills and knowledge are developed effectively.
• Work closely with the Marketing Department to create and assist in promotional material.
• Preparing and updating effective daily call plans for productive customer relationship
  management.
• Work closely with the various sales team to ensure that customers are happy and satisfied at
  all times by providing prompt feedback from customers with a view to proffering solutions
  to their challenges.
• Monitor all calls to ensure that due process and quality standards are adhered to and
  intervene/correct where necessary.
• Submit regular reports to management and seek new ideas and strategies to improve
  performance at the Department.
• Identifying and instilling best practices, processes, systems and recommending continuous
  improvement ideas for the Department.
• Regularly Reports weekly team activities to OBU Manager & Sales Manager.
• Regular follow-through on all sales orders generated by TSRs for prompt delivery to
  customers.