Telesales Manager

Confidential Company Heliopolis, Cairo

Applicants for
1 open position
In Consideration
Not Selected
Experience Needed:
More than 2 years
Career Level:
Job Type:
Full Time
1 open position
About the Job
  • Develop objectives for the call center’s day-to-day activities
  • Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
  • Assume responsibility of budgeting and tracking expenses
  • Hire, coach and provide training to personnel to maintain high customer service standards
  • Monitor and improve ordering, telephone handling and other procedures
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)
  • Ensuring call center representatives understand and comply with all call center objectives/performance standards and policies in addition to provide support/guide regarding answering questions, call center best practices and solving/handling difficult calls/situations.
  • Identifying operational issues and suggesting/implementing possible improvements.
  • Preparing reports and analyzing data to assist management as they determine call center goals in addition working cooperatively with other supervisors and management team members to support call center representatives and maximize customer satisfaction.
  • Circulating periodically every day to listen to conversations and provide instructions regarding the performance plus being available at all times for call center representatives’ questions and concerns.
  • Running regular staff meetings with the call center team and keeping up with industry news.
  • Making sure agents participate in continuing education to maintain any required certifications or advanced training.
  • Handle hard calls in order to keep and exceed the client's satisfaction.
Job Requirements
  • Experience in Telesales
  • 2 or more years of managing/supervisory experience or equivalent in Telesales environment
  • Knowledge and proficiency in Microsoft Office
  • Bachelor degree  
  • Fluency in English  is a MUST  
  • Ability to work independently with little instruction and can adapt to change
  • Good communications and teamwork
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