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Job Description
- The ideal candidate will be responsible for overseeing the sales team, managing call center operations, and ensuring a seamless customer experience. This role combines customer relationship management, sales strategies, and team leadership to maximize customer satisfaction and achieve sales targets.
- Develop and implement effective sales strategies to meet and exceed sales targets.
- Monitor sales metrics to ensure goals are met.
- Work with marketing teams to plan promotional campaigns aligned with sales targets.
- Oversee daily operations of the call center, ensuring high standards of customer service.
- Train, coach, and motivate call center agents to provide exceptional support and product knowledge.
- Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
- Develop call scripts, and support documents to maintain consistency in customer communication.
- Lead, mentor, and manage a team of sales associates and call center agents.
- Conduct performance reviews, provide constructive feedback, and set development goals for team members.
- Foster a positive, collaborative work environment that promotes high morale and team productivity.
- Ensure accurate and efficient handling of customer inquiries, complaints, and requests.
- Develop and maintain customer loyalty programs, resolving issues to maintain high satisfaction.
- Use CRM systems to track, monitor, and analyze customer interactions to improve customer engagement.
- Generate and analyze sales and customer service reports to identify trends and areas for improvement.
- Present insights and recommendations to senior management to support business growth.
- Track performance metrics, such as response times, customer satisfaction scores, and sales conversion rates.
- Collaborate with inventory, and product teams to align sales initiatives with brand strategy.
- Work closely to train new team members.
- Prepare reports for different departments or upper management
Job Requirements
- Proven experience as call center manager or similar position
- Bachelor's degree in Business, Marketing, or related field.
- 1-3 years of experience in sales, call center, or customer service management, preferably in retail or fashion.
- Problem Solving and Decision Making
- Excellent communication skills with a focus on customer service and satisfaction.
- Strong Organizational Skills
- Collaborative and Team-Oriented
- Ability to analyze data and make data-driven decisions to improve sales and service.
- Knowledge of performance evaluation and customer service metrics
