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Job Description
- 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’s 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
- Handle shipping team and make sure from delivery process & acceptance ratio for returned items and E2E shipping process
- 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
- 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
- 3-5 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