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Job Description
- Manage a team of 15 customer service agents.
- Responsible for the overall performance and productivity of a team of service associates, ensuring adherence to process methodologies to maximize performance and productivity.
- Builds and maintains rapport with associates and creates a comfortable & productive work environment for staff.
- Ensures new employees are oriented to the organization including policies, procedures, goals, and expectations.
- Creates development plans with employees to ensure they have the necessary expertise to meet goals and objectives.
- Provides ongoing feedback and coaching about the associate performance in order to optimize customer satisfaction and customer service excellence
- Conducts performance appraisals on a regular basis, including assessing how the employee performed and what they can do to improve
- Confirm Quality Assurance process has been followed as directed
- Meeting and exceeding team and departmental package sales, budget and goals
- Work with other departments to ensure all package sales are within sales guidelines
- Tracking attendance, schedule adherence and sales performance at the member level
- Assist customer follow up issues & assisting other team and shifts as needed
- Works with each associate to identify suitable goals and develop action plans & timelines
- Responsible for Monthly payroll review and submission to ensure correct entries in a timely manner
- Handles escalated calls as necessary to ensure quality customer service
- Introduces and coordinates a reward and recognition program for their team and individual employee accomplishments
- May perform other duties and responsibilities as assigned
- Set priorities for the team to ensure task completion and performance goals such as quality, adherence, service level and average handling times are met Training and nurturing new sales people, training telesales tactics and strategy Opening up new markets, finding new prospects for the telesales team Day to day management of a group of telesales sales people.
- Tracking, training, motivating, and ensuring quotas are met.
Job Requirements
- Males Only
- Effective communication in a leadership role
- Ability to manage groups and individuals providing daily feedback to staff
- Strong sales skills
- College Degree preferred
- Minimum 2+ years prior experience in a supervisory capacity, preferably within a high volume call center or other fast-paced, service-oriented environment.
- 2-4 years sales and/or customer service experience.
- Possess analytical skills sufficient to perform required duties.
- Ability to work with minimal supervision while meeting critical deadlines
- Strong written and verbal communication skills.
- Passion for delivering results in a fast-paced, dynamic environment.
