This position provides supervision and quality control for front-line Call Center staff to achieve the client’s Sales targets while maintaining high standards of Customer Service. The Sales Leader oversees the activities of the Sales workforce including customer service, training, support and ongoing development of Sales Representatives, Customer Service Representatives, Web Agents and/or Escalation Specialists to meet client and corporate quality expectations. The role coordinates the direction, scheduling and orientation of sales activities for all Sales Representatives. Primary responsibilities involve communicating and establishing the client’s sales goals and advising front line sales staff of client advertising campaigns. This role is responsible for suggesting script changes and operational adjustments based on response, take or contact rates. The Sales Leader oversees and manages staffing requirements, appropriate Sales Representative loading ratio, order transaction and management to ensure the client’s program metrics are achieved. They also oversee and manage the effective use of Customer Service Representatives and/or Specialists to ensure that program metrics are achieved. They assess individual training needs and ensure that these needs are met. The Sales Leader will assist the Sales Manager by providing various reports on sales, fulfillment, correspondence, quality management and billing.
Coordinates the direction, scheduling and orientation of sales activities for front line Call Center staff
Coordinates client sales campaign by establishing sales quotas and goals and advises front line sales staff of advertising techniques.
Directs and supervises sales agents to achieve and exceed quota objectives
Motivates and leads sales behaviors and culture.
Disseminates promotional program changes to Sales Representatives and training
Monitors and manages absenteeism
Oversees and manage effective use of personnel resources to insure programs metrics are achieved
Conducts one-on-one and Team meetings monthly
Suggest script changes and operational adjustments based on response, take or contact rates
Assesses individual training needs and ensure needs are met
Assists with Business center training needs analysis and program development
Prepares payroll documentation for subordinates
Assists Sales Manager with preparing sales forecasts
Prepares various reports (sales, fulfillment, correspondence, quality management, billing)
Maintains personnel files
Conduct Quality Assurance monitoring and provide feedback/coaching to Sales Representatives
Monitors and safeguards ISO 9001 standard compliance
Uses appropriate tools to manage and report non conformance in document control processes
First Aid Responder
Experience / Skill: 2 – 3 years of customer service experience, minimum 2 years of Call Center experience, minimum 1 year of supervising others
Technical Skills: Knowledge of Keyboarding, basic PC operations, Microsoft Office
Bilingual French/English would be an asset
Strong analytics, excel and power point skills
Communications - Spoken/Written: Able to clearly present information through the spoken word, influence or persuade others through oral presentation in positive or negative circumstances, listen well, able to clearly and effectively present ideas and to document activities, to read and interpret written information.
Culture Alignment: Understands the Minacs culture and actively promotes it through every action taken, and every decision made. Supports a culture that fosters high standards of professionalism and ethics, behaves in a fair, ethical, and respectful manner.
Customer Focus: Is dedicated to meeting and strives to exceed the needs of internal and external customers by delivering high quality services. Acts with customers in mind, establishes and maintains effective relationship with customers and gains their trust and respect. Communicates with customers in a warm, helpful and professional manner while simultaneously building credibility and rapport.
Developing Others: Recognizes and monitors employee and departmental growth and performance. Identifies and addresses staff training needs. Exercises coaching skills for improving performance and resolving personnel issues.
Job Knowledge: Knows, understands and appropriately applies the technical/soft skills, methods and processes required for the position. Is able to learn, retain and apply information to the job. Keeps current with new and/or updated program information, trends and developments in the field.
Leadership: Inspires, motivates, and guides others toward goal accomplishment. Consistently develops and sustains cooperative working relationships. Encourages and facilitates cooperation within the organization and with customer groups; fosters commitment, team spirit, pride and trust. Skilled at building rapport.
Organization and Planning: Anticipates needs, determines priorities and establishes the appropriate courses of action, set goals. Monitors performance towards goals and makes adjustments, as necessary, to facilitate goal attainment. Able to organize/schedule people or tasks, develops action plans while being sensitive to time constraints and resources availability.
Problem Solving: Systematically breaks apart complex problems and identifies the underlying causes. Identifies trends and sees causes and consequences. Generates a variety of alternative techniques or methods to resolve issues and or solve problems.
Results Orientation: The ability to achieve high goals and /or standards. The degree of commitment to achieving measurable results by goal setting and implementing effective work methods. Is determined, ambitious and entrepreneurial, and has a ready ability to seize new opportunities.
· Other duties are required
. Travel required
. Valid driver license required
Minacs is an Equal Opportunity Employer
We thank all applicants however, only those under consideration will be notified.