Telesales Center Manager

The Telesales Center Manager is responsible for effectively leading and managing a team of 6 - 10 inside sales representatives to generate sales and meet/exceed assigned sales objectives. He/she is also responsible for sales team member recruiting, training sales team members for success, and compiling various sales productivity reports for management.

Essential Job Functions:

• Lead and manage a team of inside sales representatives to required performance levels
• Close sales and meet/exceed assigned sales objectives
• Assign sales leads to sales team members and support their success in closing those leads
• Train, coach, and motivate sales team members to drive required sales performance
• Deliver necessary product and services training to sales team members
• Provide sales team members with TruVista business process and procedure updates
• Teach sales team members how to review existing customer accounts and identify opportunities to sell beneficial service upgrades and feature adds

• Monitor and ensure service orders are being entered properly by sales team members
• Ensure documentation of sales and customer service activity

• Hold recurring one-on-one meetings centered around high-level customer service and sales performance
• Recruit new sales team members and maintain appropriate staffing levels
• Analyze performance statistics to determine staffing levels required to meet customer call volume
• Prepare necessary work schedules to maintain adequate staffing for predicted customer call volume
• Compile and maintain sales productivity reports as requested by management
• Regularly monitor customer calls to ensure quality of customer service by sales team members

• Help sales team members resolve difficult customer issues in a timely manner

• Take ownership of customer complaints and engage other departments as necessary to resolve them

• Involve your supervisor in customer and employee situations that require additional assistance

• Prepare and deliver Performance Reviews
• Perform all other related duties as assigned by management

Knowledge, Skills, and Abilities:

To perform successfully, the Sales Center Manager will demonstrate the following competencies:

• Customer Service – Effectively manages difficult or emotional customer situations, solicits customer feedback to improve service, and meets customer commitments
• Interpersonal Skills - Focuses on resolving conflict vs. blaming others, maintains confidentiality, and is open to new opportunities and ideas
• Oral Communication - Speaks clearly and persuasively in both positive and negative situations, listens and gets clarification, and responds well to questions
• Teamwork – Provides and welcomes feedback, contributes to a positive team spirit, and supports team member efforts to succeed
• Written Communication - Writes clearly and informatively, edits work for spelling and grammar, and varies writing style when needed. Reads and interprets written information and presents numerical data effectively.

Knowledge, Skills, and Abilities - Continued:

• Change Management - Develops workable implementation plans, communicates changes effectively, monitors transition, and manages for desired results
• Leadership - Inspires and motivates others to perform well, provides vision and inspiration to peers and subordinates, and gives appropriate recognition to others. Exhibits sound judgment and makes good decisions.
• ManagingPeople - Makes him/herself available to staff, provides regular performance feedback, and develops team member leadership and job skills
• Quality Management - Looks for ways to improve and promote quality, accuracy, and thoroughness
• Organizational Support - Follows policies and procedures and completes administrative tasks correctly
• Strategic Thinking - Understands organizational strengths and weaknesses, analyzes markets and competitors, and develops strategies to achieve organizational goals and objectives
• Planning and Organizing - Prioritizes and plans work effectively and uses work time efficiently
• Professionalism - Approaches others in a tactful manner, reacts well under pressure, and treats others with respect and consideration regardless of their status or position. Accepts responsibility for own actions and follows through on commitments.
• Computer Skills – Possesses solid operating knowledge of word processing, spreadsheet, and order processing software

Qualifications:

• Associate degree or equivalent from two-year college or technical school
• Two years of related experience and training
• Call Center sales experience is a plus