Contact Center Sales Supervisor

Liberty Latin America Communications, Inc.•Luquillo, PR

2d•Onsite

About The Position

As the Contact Center Sales Supervisor, you will be responsible for the development and performance of all sales activities in the Contact Center, both inbound and outbound. Staff and direct the sales team and provide leadership towards the achievement of sales quotas, maximum profitability and RGU growth. Establish plans and strategies to grow the customer base by acquiring new sales and adding new services to existing customers.

Requirements

Bachelor’s degree in business administration or a related area.
3-6 years of experience in telemarketing/Call Center environment.
Good communication and interpersonal skills.
Fully Bilingual (Spanish and English).
Computer-literate, knowledge in Microsoft Office.
Customer Focus and service oriented.
Ability to motivate employees.

Nice To Haves

Supervisory experience is preferred.

Responsibilities

Develop sales strategy for inbound and outbound channels, which ensures attainment of departmental and company sales goals and profitability.
Prepare individual and team action plans to achieve effective management of sales prospects and sales goals.
Assist in the development and implementation of marketing plans when needed.
Conduct one-on-one review with all sales agents to build more effective communication and provide insight for the improvement of sales performance.
Track daily sales results and provide reports on sales performance to management timely and accurately.
Ensure an accurate order processing procedure.
Educate agents in the accurate sales flow, how to best manage customer objections; call back procedure, retention of cancelled installations and sales offers and promotions.
Monitor calls both silent and by seat along.
Measure call performance on the following essential meaningful metrics (Key performance indicators); inbound calls, abandoned calls, service level, AHT, occupancy, maximum time waiting, call reasons and call distribution.
Analyze and monitor daily telephone activity to ensure compliance with performance and quality standards.
May help with the coordination of activities with programmers in order to keep a high sale ratio in premium channels.
Verify and approve employee payroll.
Approve adjustments on their limit.
Responsible for recording employee’s absences and tardiness and identify occurrences according to Attendance and Tardiness Policy.
Demonstrate and ensure compliance with the Customer First Philosophy, all Liberty Latin America's policies and procedures including the Code of Conduct and Liberty safety standards and procedures.
Other functions may be assigned.