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Sales Management Supervisor
1 week ago
MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. Our commitment to excellence and focus on innovation have established us as a trusted partner in the industry.
The Call Center Sales Manager oversees all aspects of our call center team, ensuring an exceptional customer experience in all customer touch-points. This involves managing a team of supervisors to develop efficient operations, promote sales, and customer services.
Candidates for this role should be experienced, highly organized, enjoy working with people, and possess a strong work ethic. A background in call center operations management is required, and customer service, technical support, or back-office experience is preferred.
To succeed in this role, you must demonstrate leadership, direction, and motivation to the workforce.
Responsibilities- Lead a team of 5-10 call center supervisors responsible for inbound and outbound representatives.
- Responsible for coaching and developing reports on customer service processes and best practices.
- Manage metrics, performance criteria, policies, and procedures to improve call center productivity continuously.
- Drive a culture of accountability, continuous improvement, and personal excellence.
- Direct workforce management activities and set performance goals and objectives accordingly.
- Develop and maintain strategy on ensuring customer satisfaction on all service interactions.
- Provide team motivation and development to maximize sales opportunities.
- Responsible for the overall performance and productivity of direct reports.
- Responsible for weekly payroll review and submission to ensure correct entries.
- Responsible for driving the growth of revenue and profit originating from a call center.
- Proven ability to meet performance, efficiency, and quality assurance targets.
- Monitor individual and team results to identify and act on both positive and negative performance.
- Communicate key messages effectively to ensure that direct reports are informed of process changes.
- Provide regular feedback to supervisors regarding performance wins and areas of opportunity.
- Work with other departments in the organization, such as quality assurance, training, IT, and recruiting.
- Develop and audit quality assurance strategies to ensure the delivery of world-class service.
- Determine work procedures, prepare work schedules, and expedite workflow.
- Responsible for hiring, coaching, and terminating call center employees.
- Be a subject matter expert on your client's business.
- Manage remote employees as needed.
- Other duties and responsibilities as assigned.
