Customer Service Manager

Heroleads is looking for a Customer Service Manager that will be responsible for supervising a team of Advisors.

The purpose of this role is to oversee the day to day operations management of a team of TeleSales Agents, driving daily, weekly and monthly targets within an Outbound Sales environment.

Sales Management

• Manage and drive sales team targets and performance

• Develop the sales team through coaching and training and identifying skill gaps

• Plan, conduct and document coaching and training sessions in order to develop agents skills and knowledge to boost sales performance

• Measure and manage the Sales Agents team to ensure out-of-line situations are immediately addressed

• Communicates information or updates in a timely, accurate and understood manner to all sales team members

• Ensure that all Human Resources policies and procedures are observed

• Develop an incentive system that rewards agents per successful show ups and payments

Communication and Feedback

• Conduct team briefs/huddles as scheduled by the workforce management team and in line with the weekly focus agenda set by the Head of Customer Experience

• Ensure regular feedback is given to Sales Agents with regards to action plans that have been set

• Ensure all relevant business communications are communicated to the sales team as and when required

Reporting and Administration

• Sign off Sales Agents timesheets on a weekly basis

• Track and accurately update operational performance reports for Sales Agents on a weekly basis

• Compiling and sending reports as required by the business on a daily, weekly or monthly basis

Customer Satisfaction

• Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback

• Work to resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate

• Drive the team performance on all metrics in accordance with the contractual obligation ( AHT, CSAT, Quality, Compliance, Followups, Appointment Reminders, Booking confirmations, etc .. )