Key Responsibilities:
- Coaching and Development: Provide one-on-one and group coaching to sales agents,
focusing on techniques to improve sales performance and customer interactions.
Develop and implement training programs to address skill gaps.
- Performance Monitoring: Monitor and evaluate agent performance through call
reviews, performance metrics, and quality assessments. Provide constructive feedback
and actionable insights to help agents improve their skills.
- Sales Strategies: Develop and communicate effective sales strategies and techniques.
Share best practices and industry trends with the team to keep them updated and
motivated.
- Goal Setting: Set clear sales goals and performance targets for the team. Track
progress and performance against these goals, and implement corrective actions as
needed to achieve objectives.
- Reporting: Prepare regular reports on team performance, sales metrics, and
individual achievements. Use data to identify trends, assess performance, and inform
strategic decisions.
- Motivation and Engagement: Foster a positive work environment that encourages
team cohesion and motivation. Recognize and reward top performers while addressing
performance issues in a supportive manner.
- Customer Focus: Ensure agents understand and adhere to company policies regarding
customer interactions. Promote a customer-first approach to enhance satisfaction and
loyalty.
Qualifications:
- Experience: Proven experience in a sales role, with a track record of achieving targets.
Recent leadership experience in a supervisory or managerial role within a call center is
preferred.
- Skills: Strong leadership and interpersonal skills. Excellent communication and
coaching abilities. Proficiency in performance tracking and data analysis.
- Knowledge: In-depth understanding of sales processes, techniques, and best
practices. Familiarity with call center technology and CRM systems.
- Schedule Flexibility: Ability to accommodate flexible working hours and adjust
schedules to meet the needs of the team and operational requirements.
Personal Attributes:
- Motivational Leader: Ability to inspire and drive a team towards achieving sales goals.
- Analytical Thinker: Capable of analyzing performance data to identify areas for
improvement.
- Customer-Oriented: Committed to enhancing customer experiences and resolving
issues effectively.
- Adaptable: Flexible and able to adjust strategies and schedules to meet changing
business needs.