Overview

Responsibilities

  • Responsible for the day to day management of the contact center to ensure that sales targets/KPIs are met.
  • Set sales targets for telemarketing agents to ensure that the day to day management of the team.
  • Review staff work schedule and leave requests to ensure that the day to day management of the team.
  • Provide coaching and guidance to ensure team members meet their sales targets and adhere to the organization’s guidelines and policies.
  • Have in-depth understanding of the organization’s products, services, procedures and guidelines and communicate the information effectively and accurately to all team members.
  • May be required to handle complain cases escalated from the team.
  • Enhance the performance of team members through the use of call monitors, team briefings, and monthly coaching sessions.
  • Assist the Operations Manager in developing and implementing service improvement initiatives as well as staff development programs.
  • Provide recommendations to enhance processes, agents’ competencies and efficiency to improve overall sales performance.

Requirements

  • Diploma/Degree in any discipline.
  • Minimum 1 year supervisory experience in a contact centre/telesales work environment.
  • Excellent decision making and analytical skills.
  • Good team player and be able to collaborate with other members of the team.
  • Possess a sales oriented mindset with good handling skills to manage challenging issues.
  • Independent and self motivated
  • Language requirements : Chinese