Summary of Primary Job Responsibilities
Plans, manages, and controls the day-to day operations/sales activities that provides operational support for a business unit or group. Responsible for the management, coaching and development of Operations Supervisors. And a true ability and passion to manage people everyday.
Skills and Qualifications
Typical Responsibilities and Qualifications:
Develops and implements operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale
Ensure all Company policies and procedures are followed within the site
Ensure Compliance with all Internal and Client Operational Procedures and Requirements
Participate as a value-adding member of the Teleperformance management team
Through demonstrated individual performance, promote the highest standards of ethical and professional conduct
Management of Sales Performance.
Ensure that all Operations/Sales Monitoring and Coaching is done monthly in accordance with the Client’s SOW
Responsible for daily, weekly, monthly review of Operations/Sales results and implement actions to improve as required
Responsible for daily review of Efficiency and address any issues/action plans
Ensure that the Supervisors are monitoring Canvass and managing the Agents in an effective manner
Responsible for coaching, development and succession planning of Supervisors
Thrive as a team player in a fast-paced, high-energy, change-oriented environment
Perform other related duties and assignments as required
Solid communication skills
Strong Sales skills
Excellent problem solving, interpersonal, communication (written and verbal) skills and the ability to motivate and manage against deadlines
Above average MS Office skills.
Education: Bachelor’s degree or equivalent experience in a call centre or business related field (e.g., management, sales).
Experience Target: Minimum 3-5+ years of management experience in an inbound/outbound call centre with solid sales experience.
Travel: Occasional (less than 10%)