Sales & Winback Supervisor,Call Centre Operations
First Media Group Inc. - Toronto, ON

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About Us
First Media Group, Inc. (“FMG”) provides interactive technologies for the personals market in North America. It offers interactive personals and dating content in various mediums, including telephone, Web, and mobile. It has operations in the United States, Canada, Australia and the United Kingdom. The company is headquartered in Toronto.

About the Job
FMG is looking to hire a Supervisor whose primary responsibilities are to coach and develop a team of CSRs in the areas of service and sales. In addition to supporting their team, the Supervisor will report into and support the Call Centre Manager to ensure the shift is managed effectively and efficiently and that service levels (for incoming and outgoing calls and content), quality targets and sales targets are being met. Supervisors are accountable for ensuring the effective performance of the overall shift.

Coaching and Development – 50%

  • Provide leadership/coaching to a team of CSRs
  • Conduct team meetings for skill improvement, recognition and communication of updates
  • Hold one-on-one coaching sessions to review performance and provide regular feedback
  • Work side-by-side with CSR to teach/develop their sales skills and improve their performance
  • Recognize and rewards CSR’s to promote good performance and behavior
  • Create performance action plans and commitments to raise productivity
  • Maintain a quality driven, customer focused service and sales culture
  • Monitor calls on a regular basis to provide real-time coaching, recognition and feedback

Operations – 30%

  • Monitor daily activities, service levels and make "real time" changes to workflow as needed.
  • Streamline processes to ensure high level of efficiency and share best practices with peers.
  • Identify and resolve workflow, system and procedural problems
  • Complete reports, trackers and shift logs
  • Interface with customers on escalated issues and work with other service, product or technical areas to resolve customer, client or operational issues
  • Maintain visibility and floor presence/support

Teamwork and Continuous Improvements 20%

  • Participate in cross-functional teams, projects and continuous improvement initiatives
  • Support marketing initiatives
  • Share best practices and seek assistance and collaboration
  • Support peers and other teams when needed
  • Be approachable and take ownership over the center as a whole
  • Take the initiative and be resourceful in making continuous improvements to known issues
  • Lead by example

SKILLS, KNOWLEDGE, ATTRIBUTES & RELEVANT WORK EXPERIENCE

Skills:

  • Motivational and leadership skills
  • Training, coaching and mentoring (including performance reviewing)
  • Task and time management
  • Communication (written and verbal) and presentations
  • Conflict resolution
  • Decision making

Knowledge:

  • Sales skill and coaching methods
  • Advanced customer service techniques
  • Performance Management Methodologies

Attributes:

  • Excellent coaching, planning, change management, organizing and performance management skills
  • Customer service and sales focused
  • Superior verbal and written communication skills
  • Ability to lead change in a fast paced environment
  • Sound negotiation skills
  • Demonstrated problem solving skills with the ability to research issues where the solution is not readily apparent
  • Proven leadership and mentoring skills
  • Initiative
  • Ability to influence
  • Ability to maintain composure in high-stress situations
  • Accountability and ownership

Required:

  • 1-3 years call center experience
  • Proficient in sales
  • Must be willing to work various shifts and weekends

Desired:

  • Bilingual French / Spanish an asset

This is a full time position. We offer competitive salary and excellent benefit programs. If you are interested in this position, please forward your resume by end of business Friday, October 4, 2013.


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