Job Details
Skills And Tools:
Job Description
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 .. )
Job Requirements
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- Previous sales experience with a proven track record of success in a sales role
- Minimum of 4 years’ Experience in supervising a team
- Call center experience is a must
- A good understanding of KPIs and conversion rates
- Experience with CRM or equivalent systems is essential
- Good written and verbal communication is required together with good interpersonal skills
- A brief understanding of marketing and various business sectors
- Must have an outbound sales experience working towards a target
- Must have an experience leading, supervising or coaching a team of sales agents
- Positive, Humble and leading by example attitude