Job Purpose
Lead the contact Center team for the English account by managing daily operations, driving sales performance, and providing coaching and support to team members. Ensure achievement of sales targets, high-quality customer interactions, and continuous team development.
Responsibilities:
1. Sales Operations & Service Delivery
- Oversee incoming and outgoing telesales calls, ensuring effective customer engagement and sales conversion.
- Monitor staffing and call distribution to minimize missed opportunities.
- Manage daily operations, shifts, and resource allocation to achieve team KPIs and sales targets.
- Ensure timely resolution of customer inquiries and adherence to service level agreements (SLAs).
- Coordinate with relevant departments to address customer complaints and sales-related issues efficiently.
2. Quality & Standards
- Define, implement, and maintain telesales quality standards.
- Conduct regular call monitoring and provide feedback to ensure high-quality customer interactions.
3. Training, Coaching & Team Management
- Provide on-the-job training for new telesales employees.
- Conduct team meetings and performance reviews.
- Coach team members to achieve sales targets and personal development goals.
- Monitor individual and team performance, providing guidance and corrective actions where needed.
4. Communication & Continuous Improvement
- Report operational and sales performance updates to management.
- Propose process improvements, sales strategies, and tools to enhance team efficiency and performance.
- Escalate issues appropriately and provide feedback for resolution.
5. Planning & Alignment
- Align team operations with departmental sales objectives.
- Assist management in forecasting call volumes and staffing requirements.
- Set operational and individual objectives in line with sales performance goals.
6. Customer Escalations & Recovery
- Handle escalated calls from challenging clients to ensure satisfaction and retention.
- Follow up on cross-functional escalated issues during shifts to ensure resolution.
Qualifications:
- Bachelor's degree in any field.
- 57 years of experience in telesales, contact center, or customer-facing sales roles.
- Strong knowledge of MS Office applications, particularly Excel.
- Proficiency in CRM systems and sales management tools is an advantage.
- Deep understanding of telesales operations and best practices.
- Results-oriented with focus on sales performance and customer satisfaction.
- Proven leadership and people management capabilities.
- Excellent communication, negotiation, and problem-solving abilities.
- Ability to process data and generate reports for management.
- Excellent English and Arabic, both verbal and written.
