Trak N Tell - Manager - Telesales (5-8 yrs)
Responsibilities:
- Develop objectives for the call center's day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Collect and analyze call-center statistics (sales rates, conversion rate, productivity by agent 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 (connectivity, conversion etc.)
- Prepare reports for different departments or upper management
Requirements and Skills :
- Proven experience as call center manager or similar position
- Experience in D2C Tele-Sales is required
- Knowledge of performance evaluation and customer service metrics
- Solid understanding of reporting and budgeting procedures
- Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
- Proficient in MS Office and call center equipment/software programs
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with a problem-solving ability
- Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus
