TrakNTell - Call Center Manager

Experience: 5 - 7 Years.

Job Location: Gurgaon/Gurugram (Sector 34).

Responsibilities:

- Leading a team of telesales representatives, providing guidance, coaching, and supervision to ensure they meet periodic sales targets.

- Establishing ambitious but achievable sales targets for the telesales team, aligned with the organization's sales strategy and revenue goals.

- Monitoring individual and team performance metrics such as sales numbers, conversion rates, average call duration, and other KPI's.

- Analyzing data to identify trends, strengths, and areas for improvement.

- Developing and implementing training programs to enhance the skills and product knowledge of telesales staff.

- Keeping them updated on sales techniques, product features, and industry trends.

- Collaborating with senior management to develop effective telesales strategies, including lead generation, prospecting, cold calling techniques, and follow-up processes.

- Identifying inefficiencies in sales processes and implementing improvements to streamline operations and maximize sales productivity.

- Ensuring that telesales representatives maintain strong relationships with customers, addressing their inquiries, resolving issues, and upselling or cross-selling products or services as appropriate.

- Managing the telesales budget, including staffing costs, training expenses, and technology investments, while ensuring cost efficiency.

- Generating regular reports on sales performance, forecasting future sales trends, and presenting findings to senior management.

- Using data-driven insights to make informed decisions and adjustments to sales strategies.

- Ensuring that telesales activities comply with industry regulations, company policies, and ethical standards.

- Upholding customer privacy and data protection requirements.

- Leveraging telesales technologies such as CRM systems, dialers, and sales analytics tools to optimize efficiency and effectiveness.

- Contributing to strategic planning discussions and initiatives aimed at expanding market reach, increasing customer acquisition, and enhancing overall sales performance.

Requirements and Skills:

- Proven experience as call center manager or similar position.

- Experience in D2C Tele-Sales is required.

- Knowledge of performance evaluation and customer service metrics.

- Solid understanding of reporting and budgeting procedures.

- Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.

- Proficient in MS Office and call center equipment/software programs.

- Outstanding communication and interpersonal skills.

- Excellent organizational and leadership skills with a problem-solving ability.

- Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus.