Telesales Operations Manager

Job Description

Reporting to the Sales director and working closely and collaboratively with the sales operations team to ensure quality engagement with our agents and customers through outbound calls, quality field execution activities and high end reporting. You will also oversee the Telesales managers and through them deliver the set Revenue targets among other KPIs.

Qualifications

• Responsible for relationship management, performance and accurate implementation of strategic initiatives with the field sales team to drive set business objectives.
• Clearly define team and individual goals and objectives; communicate frequently, providing timely and constructive feedback to ensure high engagement within the operations team.
• Managing a team of Telesales managers including performance monitoring
• Create the appropriate business rhythm for the Telesales team including development of systems and processes matched with present day Telesales best practices
• Work with the L&D team to develop training curriculum, tactics and techniques to enhance sales productivity, ROI, as well as product and technical expertise of the team.
• Maximize team performance through training, coaching and motivation, and incentive programs.
• Ensure proper cascade of information from other departments to the direct reports; promotions, incentives, programmes etc.
• Effectively deliver operational targets including sales and conversion rates, as well as other targets.
• Responsible for allocating work-time to team according to the workload (frequency of calls).
• Oversee the recruitment of required and qualified personnel to fill job openings for Telesales team ,QA and Support Team.
• Maintain and enhance Telesales ,QA and Support Team operations by supervising system performance, identifying and providing solutions to problems.
• Help manage working equipment by ensuring repairs and replacements as at when due to support efficiency within telesales function.

Qualifications

• Degree in business administration and other related fields.
• Over 5 years telesales /call center senior management experience 
• Professional qualifications in Telesales / call center management (added advantage)
• Strong analytical and operational skills
• Fast learner, self-motivated, results oriented and resourceful
• Both a proactive team player and independent worker, with proven track record of working on cross-functional teams
• Ability to analyze, interpret and report results, trends and outcomes
• Flexibility, ability to innovate and to manage responsibilities and priorities in a fast paced, growth-oriented environment.
• Outstanding communication and interpersonal skills
• Great leadership traits
• Good problem solving skills.
• The ability to deal with demanding and challenging conversations
• Strategic and ability to implement and manage change.
• Managing and motivating high performing operational teams.
• High attention to details