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Telesales Account Manager

Etisalat Egypt
Cairo, Egypt
Posted 3 years ago
142Applicants for1 open position
  • 0Viewed
  • 6In Consideration
  • 0Not Selected
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Job Details

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Job Description

  • Constantly monitor the performance of outsourced centers to make sure that Etisalat standards are met.
  • Continually work with functional owners to identify and implement improvements.
  • Coordinate with all the resources necessary to ensure KPIs attainment. Assess at a regular frequency how well the outsourced call center holds Etisalat’s standards
  • Assist customer care production through monitoring, feedback, resource planning, staffing, and all other methods to achieve and/or exceed metrics
  • Ensure compliance with all contractual requirements specifically with regards to regulations.
  • Own the daily relationship/communication with Outsourcing vendors and owners for Etisalat.
  • Manage change within the outsourcing operations including but not limited to product launch, outsourcing of new services, ramps…
  • Develop accurate action plans for identified program and process improvement
  • Identify and lead the execution of any change required in order to improve metrics and ensure that the outsourced call center is following the guidelines of Etisalat.
  • Make sure that the outsourced center team is fully aware of all the services/products offered by Etisalat.
  • Achieve the decided sales target for each campaign on a monthly / qtrly / yearly basis.
  • Achieve the conversion % over answered calls target for each campaign.
  • Achieve the x sell target in terms of units and % over answered call.
  • Deliver the effective headcount required every month to ensure requisite manpower in each of the campaigns.
  • Ensure smooth coordination with all the support functions viz. quality / training
  • Manage other non-sales deliverables like minimal attrition, shrinkage, monitoring the operations through relevant MISes, presentations – performance and strategic to management, daily briefings, managing vendor partner relationship effectively.

Job Requirements

  • At least 5 years in contact center management & At least a year of telesales experience in a supervisory position – desired
  • Sales skills
  • Complaint handling and resolution skills
  • Industry awareness and business acumen
  • Team leading and influencing
  • Networking and relationship building
  • Complaints handling and resolution skills
  • Customer Satisfaction/Service Quality
  • PC Skills
  • Training Skills

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