Call Center Manager Timeshare / Vacation Club industry
Sales management experience in the Timeshare / Vacation Club industry mandatory
Affinity Marketing Services LLC is currently seeking a Sales Supervisor/Call Center Manager for a call center in the Tampa area. Our client is a one of a kind in the vacation industry. The position includes base pay and commission.
The Sales Supervisor will be responsible for the execution of monthly, quarterly, and annual sales goals delivered by senior management that will require the commitment and buy-in from their sales team. The focus of this job will be to make connections with people, motivating and inspiring them to achieve results. This is a fast paced and results oriented position. Responsibility for achieving results needs to be shared and effectively delegated to their sales team when necessary. Initiating projects and processes beyond the established organization practices will often require training and developing others, and enlisting their support.
Key Responsibilities
Oversee a team of 20-80 direct reports within an inbound and/or outbound call center environment
Supports and develops the Sales Agents by providing and delivering a Best-In-Class level of coaching in areas of call center performance, use of technology, and continuous development of advanced selling skills.
Develop the Sales Agents to consistently perform with accuracy, speed, and the highest level of integrity and respect for their respective customers.
Ensure that the sales agents are able to meet/exceed all sales unit objectives and the call quality metrics.
Analyze behaviors and metrics to construct and drive performance and will develop and deploy corrective performance action plans as required.
Fully responsible for the performance of assigned Sales Agents and is responsible for their overall development and sales performance success.
Utilize processes to maximize work flow and will work to minimize causes of customer dissatisfaction.
Lead by example, able to model the desired level of sales techniques and will promote a positive working environment.
Create sales contests and campaigns designed to develop a competitive and fun sales atmosphere that will motivate the Sales Agents to perform at a high level.
Personify the attitude that the Sales Agent is important and integral to the overall success of the call center.
Provide constant coaching, mentoring and support and aid to any Sales Agent on the floor that needs help.
Other job duties as assigned
Identify, prioritize, and coach Sales Agent development areas.
Conduct mandatory phone call monitoring and desk-side coaching and participate in role plays to ensure that all Sales Agents are able to perform at the levels required
Provide appropriate motivational techniques to promote team building and to increase team and call center morale.
Foster an environment that encourages Sales Agents to exceed customers' expectations.
Address disciplinary and/or performance issues
5
years' experience working within a call center sales environment
3
years' experience in a supervisor level role within a call center
Proficient knowledge of inbound and outbound contact center environment
Proven telesales track record
Excellent phone skills, customer service skills, analytical and troubleshooting expertise
Possess solid verbal and written communication skills
Able to multi-task, handle escalated calls and upset customers in a professional and courteous manner
Ability to develop and motivate a team
Able to accommodate a flexible schedule
Superb observation and coaching skills
Superb listening, probing, negotiation and de-escalation skills needed
Proficient in MS Office Software
Flexibility to adjust to a quickly changing and fast paced environment
Excellent interpersonal skills
PLEASE SEND RESUMES
Estimated Salary: $20 to $28 per hour based on qualifications.
Affinity Marketing Services LLC is currently seeking a Sales Supervisor/Call Center Manager for a call center in the Tampa area. Our client is a one of a kind in the vacation industry. The position includes base pay and commission.
The Sales Supervisor will be responsible for the execution of monthly, quarterly, and annual sales goals delivered by senior management that will require the commitment and buy-in from their sales team. The focus of this job will be to make connections with people, motivating and inspiring them to achieve results. This is a fast paced and results oriented position. Responsibility for achieving results needs to be shared and effectively delegated to their sales team when necessary. Initiating projects and processes beyond the established organization practices will often require training and developing others, and enlisting their support.
Key Responsibilities
Oversee a team of 20-80 direct reports within an inbound and/or outbound call center environment
Supports and develops the Sales Agents by providing and delivering a Best-In-Class level of coaching in areas of call center performance, use of technology, and continuous development of advanced selling skills.
Develop the Sales Agents to consistently perform with accuracy, speed, and the highest level of integrity and respect for their respective customers.
Ensure that the sales agents are able to meet/exceed all sales unit objectives and the call quality metrics.
Analyze behaviors and metrics to construct and drive performance and will develop and deploy corrective performance action plans as required.
Fully responsible for the performance of assigned Sales Agents and is responsible for their overall development and sales performance success.
Utilize processes to maximize work flow and will work to minimize causes of customer dissatisfaction.
Lead by example, able to model the desired level of sales techniques and will promote a positive working environment.
Create sales contests and campaigns designed to develop a competitive and fun sales atmosphere that will motivate the Sales Agents to perform at a high level.
Personify the attitude that the Sales Agent is important and integral to the overall success of the call center.
Provide constant coaching, mentoring and support and aid to any Sales Agent on the floor that needs help.
Other job duties as assigned
Identify, prioritize, and coach Sales Agent development areas.
Conduct mandatory phone call monitoring and desk-side coaching and participate in role plays to ensure that all Sales Agents are able to perform at the levels required
Provide appropriate motivational techniques to promote team building and to increase team and call center morale.
Foster an environment that encourages Sales Agents to exceed customers' expectations.
Address disciplinary and/or performance issues
5
years' experience working within a call center sales environment
3
years' experience in a supervisor level role within a call center
Proficient knowledge of inbound and outbound contact center environment
Proven telesales track record
Excellent phone skills, customer service skills, analytical and troubleshooting expertise
Possess solid verbal and written communication skills
Able to multi-task, handle escalated calls and upset customers in a professional and courteous manner
Ability to develop and motivate a team
Able to accommodate a flexible schedule
Superb observation and coaching skills
Superb listening, probing, negotiation and de-escalation skills needed
Proficient in MS Office Software
Flexibility to adjust to a quickly changing and fast paced environment
Excellent interpersonal skills
PLEASE SEND RESUMES
Estimated Salary: $20 to $28 per hour based on qualifications.
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