Call Center - Sales Manager

About the Company: Well-established and stable company in Tampa is looking for a Call Center - Sales Manager. This is an excellent opportunity with an exceptional company.

Type: Direct Hire

Schedule: Schedule is steady Monday - Friday  1st Shift, some weekend work will be required

Pay: 60k, depending on experience  - plus bonus structure

Job Description

  • Provide day-to-day leadership and management within the Sales and Loyalty Center that mirrors our company’s core values
  • Responsible for driving the Sales and Loyalty Center to achieve and surpass sales goals, contact center profitability and business objectives
  • Ability to manage multiple projects and meet deadlines in a fast-paced work environment, directly supervising a team of Sales and Loyalty sales agents in a sales and service environment.
  • Manage team performance and call volumes to reach targeted goals
  • Address customer concerns/complaints and handled escalated calls
  • Generates nightly reports
  • Monitor calls to observe employee’s professionalism, technical accuracy, and adherence to company policies
  • Work agent position if employee absences are not back-filled for a shift or during emergency situations
  • Provides and documents performance feedback through side-by-side coaching, performance reviews and goal setting, quality monitoring, and deficiency management.
  • Supports and communicates business goals, quality standards, processes and procedures
  • Administers motivational programs that include incentives, contests, and team performance awards
  • Manage multiple projects and meet deadlines in a fast-paced work environment
  • Understands and manages Sales and Loyalty Center statistics and other management reports
  • Manage Timekeeping/Scheduling/Attendance records
  • Provide conflict resolution and/or progressive discipline for escalated issues

Requirements and Qualifications                               

  • Bachelor's degree (B. A.) from four-year College or University with concentration in Business, or related discipline
  • Five or more years related experience and/or training or equivalent combination of education and experience
  • 2-4 years of experience supervising sales teams in a call center environment
  • 1-2 years of experience handling call center metrics, statistics and reporting
  • MS Office proficient- Word, Excel, PowerPoint, and Outlook
  • Effectively communicates using proper grammar and punctuation written, oral, non-verbal, and active listening skills
  • Strong written and verbal communication skills including use of proper grammar and punctuation 
  • Technology adept including Browser and Computer savvy and the use of various office equipment  
  • Presents in a polite, polished, and professional manner upon dealing with customers and co-workers 
Category:Customer Service
City/State/Zip:Tampa, Florida 33614
Job ID:9718
 

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