Citiphone Sales Supervisor

 

 

The Sales Supervisor is an intermediate position responsible for delivering on Sales targets by maximizing the inbound sales leveraging opportunities, and build sales revenue by cross/up selling to new & existing customers. Review the existing processes, product offering and implement best practices resulting in increased Sales opportunities through the contact center.

The overall objective is to delegate and supervise tasks of the team while ensuring individual and group performance goals are met.

Responsibilities:

•     Responsible for effectively planning and implementing Sales activities to achieve Sales targets for the site.
•     Implement best practices on:

1.         Inbound Sales Leveraging
2.         Sales Scripting
3.         Content development on Sales Training
4.         Lead capture & Fulfilment
5.         Conversion Ratios

•     Liaise with Product & DM team on developing the offer palette for the site.
•     Manage monthly Business reviews with Product team
•     Streamline Sales MIS to drive productivity & efficiency.
•     Work towards enhancing the product palette on product offering.
•     Ensure training are conducted to maintain product and offer knowledge
•     Drive productivity to ensure achievement on target expectations per offer
•     Ensure high performers recognition
•     Ensure quality of Leads and productivity performance of the team by applying proper controls to avoid defects and Customer complaints
•     Implement daily follow up dashboard and communication with Inbound and Outbound teams to meet the targets on Revenue and Sales Volumes as per Business expectations
•     Ensure entire team meets performance and quality expectations of assigned tasks and is responsible for end results
•     Evaluate the performance of the team and make recommendations for promotions, PIP, CAP, Termination, hiring etc...
•     Review staff’s performance on a Monthly basis (based on scorecard) and document the same.
•     Conduct mid-year and yearly appraisal with staff based on monthly feedback.
•     Recommend new work procedures, as needed
•     Make evaluative judgments to solve problems based on analysis of factual information, precedent, and acquired technical experience
•     Ensure entire team meets performance and quality expectations of assigned tasks and is responsible for end results
•     Develop communications to exchanges ideas and potentially complex/sensitive information
•     Assist as a backup manager, as needed
•     Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
•     Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Competencies :

•     To be able to analyze controllable and uncontrollable elements towards achieving Sales targets on a monthly basis.
•     Proven managerial experience of at least 3 years managing a Call-Centre Sales.
•     Effective peer group co-ordination, especially with the product and sales teams, to reduce operational gaps pertaining to Sales.
•     Strong people and communication skills (at all levels and across the business)

Qualifications:

•     3-5 years of relevant experience in a customer service role
•     Ability to deal with conflict/change resistance
•     Ability to identify and deliver business results
•     Proficient project management skills
•     Effective verbal and written communication and presentation skills
•     Effective influencing and relationship management skills
•     Proven ability to adapt and apply creative and analytical skills in previous leadership experience

Education:

    Bachelor's/University degree or equivalent experience


This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

 

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