The suitable and successful candidate will be responsible for leading and managing a team of Outbound Sales Consultants/Agents as per SLA. Product comprehension of sales and customer care coupled with proactive client interface ability would be critical functions for the role

• Team leadership and management
• Guide agents by demonstrating exceptional customer satisfaction
• Guide, coach and Determine training needs for staff.
• Communicate job expectations to Agents
• Harness agent’s potential to perform optimally
• Tailor recommendations to improve Consultants on reaching their targets.
• Monitor attendance, punctuality and leave of personnel
• Keep to date and abreast of industry trends industry trends
• Manage requests/escalations between different business units to solidify resolution outcomes
• Report on a regular basis on statistics, data, ratios, attrition, and terminations
• Examine and indicate areas of improvement for systems, policies and processes used and propose solutions
• Frequent monitoring of metrics, data and reporting on operational status
• Manage quality assurance
• Oversee the overtime process and monitor different shifts that are in place

Requirements

• A minimum of 2-3 years outbound management experience
• Willingness to work nightshift to accommodate American time zones 

Competencies

• Strong ability to manage a sales team
• Strong ability to empathize with a customer
• Strong problem-solving skills
• Ability to resolve escalated customer issues
• Drive Sales