Sales Supervisor
CallForce
- Pretoria, Gauteng
- Permanent
- Full-time
5+ years in Contact Centre's
3+ years in Contact Centre Management / SupervisionRequired nature of experience:
- Team management / supervision
- Enforcing OP’s and Company Policies
- B2C / DTC sales
- E-commerce platforms
- Working across different time zones with different countries
- CRM system experience (i.e. Salesforce)
- E-commerce platforms (Big commerce, Shopify)
- Conversion rates and sales funnels
- Conflict management
- Monitoring and measuring of performance metrics
- Google Suite
- Performance and probation management
- Liaise with manager to understand and articulate strategic direction for the team itself, as well as for the team’s product and system output.
- Steer the direction of the team by communicating the strategy into a workable and efficient plan, presenting assumptions and recommending objectives as required.
- Interpret sales reports and other relevant data, and advise on (and implement) midcourse corrections and/ or improvements.
- Monitor management-approved key metrics and performance on each metric within a satisfactory range.
- Report on performance on key metrics to management satisfaction.
- Responsible for the supervision of Relationship Managers.
- Ensure active management of team’s KPI's with frequent and proactive feedback.
- Ensure there is appropriate and continuous team training.
- Active monitoring and reporting of performance of team members with scheduled, regular check-ins, performance appraisals (in conjunction with the Hearing Hub Manager) and required documentation.
- Monitor and manage peak times and operational capacity and allocate resources appropriately under guidance of the RTA and/or HHM.
- Manage Salesforce CRM and the assignment of tasks, leads and priorities..
- Ensure team meets sales targets and KPI’s.
- Monitor lead assignment and ensure wrap-up tasks (for example capturing the call outcome and notes) are completed accurately and thoroughly according to procedure.
- Ensure agents action inbound sales calls according to procedure.
- Drive the upsell of additional products to existing or (and prospective) customers.
- Maintain a high sales conversion rate.
- Ensure agents are equipped to assist customers with questions about hearing loss and hearing aid benefits.
- Managing escalations from the agents to solve problems for end users, and escalate to manager when necessary.
- Manage customer cases and complaints in the CRM.
- Handle escalated queries with discretion and efficiency.
- Ensure agents maintain a high first contact resolution rate, without compromising customer care.
- Ensure agents provide comprehensive troubleshooting and solve problems for customers to get the products working over either voice or video call, live chat, email or text message.
- Ensure agents obtain and note quality information from the customers to allow for effective management of the relevant escalation.
- Ensure agents offer our customers the best care by making appropriate call transfers, where the knowledge or skills of other team members are required.
- Ensure customers have a positive view of hearX and Lexie/Go and the customer support team and processes.
- Solve problems as effectively and efficiently as possible by reducing the time spent with each query; and encourage same behaviour within the team.
- Conduct business in a professional manner when communicating and interacting with customers to ensure customer satisfaction; and encourage same behaviour within the team.
- Maintain a high ‘customer effort score’ and ‘customer satisfaction rating’ in the Hearing Hub, across the board.
- Ensure agents gather customer feedback via post-call reviews and the Lexie Rewards program.
- Actively communicate with other staff members to ensure best practice customer satisfaction.
- Ensure agents reinforce information provided on a call with texts and/or emails.
- Provide continuous input on improvement of the hearing hub procedures and processes.
- Provide continuous input on improving the customer experience and service.
- Ensure key metrics stay relevant are continuously improved.
- Assist with individual and team performance through performing audits on communication logs, emails and call recordings to identify areas for improvement.
- Liaise with the Continuous Improvement Audiologist to maintain the list of FAQs based on queries logged by customers, and the corresponding responses.
- Provide feedback to the Continuous Improvement Audiologist on the support material available that could be helpful to customers and staff.
- Ensure communication is ethical and in line with Company Policy and provided training.
- Monitor and enforce correct use of internal systems.
- Monitor and enforce HIPAA Privacy Requirements.
- Maintain customer records in accordance with procedures and HIPAA.
- Perform QA assessments on agents.
- Ensure agents maintain high QA scores, other KPI scores and customer satisfaction rate.