Call Center Sales Manager
Adecco
Concord, Ontario
4d ago

Adecco is currently seeking an experienced Call Center Sales Manager who can lead our client’s representatives to better performance and improve service quality.

This position is located in Toronto and easily accessible by TTC subway.

The Call Center Sales Manager will assist in establishing call centre objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call centre data, and focus on improving performance and processes in an effort to better support customers.

You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.

Experience in Life Insurance industry an asset.

Call Center Sales Manager Responsibilities :

  • Manage and direct all aspects of Call Center operations; Recruiting, hiring, training, coaching, and leading call center representatives as they provide support for customers.
  • Maintain and improve Call Center operations by monitoring system performance, identifying and resolving problems, completing action plans, completing system audits and analyses, managing system and process improvement and quality assurance programs.
  • Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
  • Assisting other management team members in identifying trends and establishing call center goals.
  • Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
  • Manage budget by setting up and meeting performance goals and targets for speed, sales, efficiency, cost and quality.
  • Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
  • Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
  • Authorizing replacements or refunds.
  • Taking on other tasks or projects to support employees, other managers, and call center operations.
  • Call Center Sales Manager Requirements :

  • Degree or Diploma in business studies, or management studies related program is preferred with relevant work experience of a minimum of 3-5 years in a management role within Sales & Call Center.
  • Life Insurance experience; LLQP an asset.
  • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
  • Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
  • Strong coaching and leadership skills, ability to motivate employees.
  • Decisiveness and attention to detail.
  • Proficiency with necessary technology, including computers, software applications, phone systems, etc.
  • Able to work afternoons, evenings and weekends when needed.
  • Salary :

  • Generous base salary plus bonus structure OTE $90K-$100K per annum
  • Benefits, Vacation, other..
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