Sales Team Lead
4 weeks ago
The Sales Supervisor will be responsible for assisting the Sales Manager to ensure the optimal functioning of the business, its procedures, and its systems. Operationally responsible for selected sales agents, coordinates the shift-based activities of these agents to ensure an adequate output of work is maintained. Handles the more complex queries in relation to sales orders, support, deliveries, and escalations. Performance will be measured in accordance with the performance of direct reports and role-based KPIs.
Key Responsibilities:- Team Management: Responsible for the supervision of Relationship Managers, ensuring active management of team's KPIs with frequent and proactive feedback.
- Planning and Reporting: Liaise with manager to understand and articulate strategic direction for the team, steer the direction of the team by communicating the strategy into a workable and efficient plan, and monitor management-approved key metrics and performance on each metric within a satisfactory range.
- Sales: Ensure team meets sales targets and KPIs, monitor lead assignment, and ensure wrap-up tasks are completed accurately and thoroughly according to procedure.
- Customer Support: Managing escalations from the agents to solve problems for end users, and escalate to manager when necessary, handle escalated queries with discretion and efficiency, and ensure agents maintain a high first contact resolution rate.
- Continuous Improvement: Provide continuous input on improvement of the hearing hub procedures and processes, provide feedback to the Continuous Improvement Audiologist on the support material available that could be helpful to customers and staff, and assist with individual and team performance through performing audits on communication logs, emails, and call recordings to identify areas for improvement.
- Minimum education: Matric
- Minimum applicable experience: 5+ years in Contact Centre's, 3+ years in Contact Centre Management / Supervision
- Required nature of experience: Team management / supervision, enforcing OP's and Company Policies, B2C / DTC sales, e-commerce platforms, working across different time zones with different countries
- CRM system experience (i.e. Salesforce)
- E-commerce platforms (Big commerce, Shopify)
- Conversion rates and sales funnels
- Conflict management
- Monitoring and measuring of performance metrics
- Google Suite
- Performance and probation management
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