Experience: 5 - 7 Years.
Job Location: Gurgaon/Gurugram (Sector 34).
Responsibilities:
- Leading a team of telesales representatives, providing guidance, coaching, and supervision to ensure they meet periodic sales targets.
- Establishing ambitious but achievable sales targets for the telesales team, aligned with the organization's sales strategy and revenue goals.
- Monitoring individual and team performance metrics such as sales numbers, conversion rates, average call duration, and other KPI's.
- Analyzing data to identify trends, strengths, and areas for improvement.
- Developing and implementing training programs to enhance the skills and product knowledge of telesales staff.
- Keeping them updated on sales techniques, product features, and industry trends.
- Collaborating with senior management to develop effective telesales strategies, including lead generation, prospecting, cold calling techniques, and follow-up processes.
- Identifying inefficiencies in sales processes and implementing improvements to streamline operations and maximize sales productivity.
- Ensuring that telesales representatives maintain strong relationships with customers, addressing their inquiries, resolving issues, and upselling or cross-selling products or services as appropriate.
- Managing the telesales budget, including staffing costs, training expenses, and technology investments, while ensuring cost efficiency.
- Generating regular reports on sales performance, forecasting future sales trends, and presenting findings to senior management.
- Using data-driven insights to make informed decisions and adjustments to sales strategies.
- Ensuring that telesales activities comply with industry regulations, company policies, and ethical standards.
- Upholding customer privacy and data protection requirements.
- Leveraging telesales technologies such as CRM systems, dialers, and sales analytics tools to optimize efficiency and effectiveness.
- Contributing to strategic planning discussions and initiatives aimed at expanding market reach, increasing customer acquisition, and enhancing overall sales performance.
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.
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