Tel Sell Lead

Allwyn North America • Springfield, IL

17h • Onsite

About The Position

Within Allwyn North America, the Tel Sell Lead will be responsible for developing, championing, and maintaining the retailer contact center and distribution operations by initiating, coordinating, and enforcing programs and procedures across the organization to continually improve the retail execution. This position will support best practices to ensure an outstanding customer experience and establish the Illinois Lottery brand.

Requirements

• Associates degree or equivalent combination of education and relevant work experience
• 2+ years in Contact Center/Call Center; 1+ years in management or team lead role
• Must be able to speak English clearly and professionally
• Must have demonstrated excellent interpersonal and communication skills
• Ability to problem solve in a timely manner and develop alternative solutions
• Proficiency with Microsoft Office (Word and Excel)
• Will be required to complete program update training, as warranted, and successfully implement that knowledge in day-to-day operations

Nice To Haves

• Ability to think and act independently to develop enhancements to current and future ways of working
• Previous experience of external agency and vendor management
• Competent with Google Suite
• Experience within CPG environments
• Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus
• Operating rhythm with purposeful pace and agility
• Solution and action oriented

Responsibilities

• Work cross-functionally with business, support, and product teams
• Implement and share best practices with peers
• Coaching, inspiring and motivating a sales team
• Assist in sales training, employee development and performance management
• Monitor and assist call center agents when prompted and carry out lead responsibilities in accordance with the organization’s policies and procedures.
• Monitor service calls to observe employee demeanor, technical accuracy and conformity to company policies; Respond to telephone inquiries and recommend corrective services to address customer needs and complaints; Studies and assist in standardizing procedures to improve efficiency for customers
• Manages difficult customer situations and responds promptly to customer needs while soliciting feedback to improve service;
• Speaks clearly, persuasively and professionally in positive and negative situations;
• Disciplined use of CRM system, communication and customer management
• Forecasting and workforce planning
• Analyze call center data from multiple systems to identify sales trends and Tel Sell opportunities
• Regular reporting of KPI’s to directors
• Performs other duties as assigned by Supervisor

Benefits

• Competitive salaries with the opportunity for annual bonuses.
• Comprehensive medical, dental, and vision insurance options, including company contributions to Health Savings Accounts (HSAs).
• 401(k) plan with a company match of up to 6%.
• Employer-sponsored life insurance, short-term disability, and long-term disability plans.
• Generous policy with up to 30 days per year based on tenure, company holidays, paid volunteer days, and paid parental leave.
• On-site gym membership, wellness reimbursement, student loan repayment, and commuter benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 11-50 employees