Telesales & Customer Service Manager

Job Description

• Leads team of customer service representatives & Telesales to quickly, calmly and confidently address customer issues with service, delivery or condition of products. Maintains professional environment for customer service team to thrive to solve problems and increase customer satisfaction, leading to an increase in sales.
• Head up growing Telesales team by Setting weekly and monthly sales targets and update all internal systems to properly track potential customer and customer
  Work hand-in-hand with Marketing Team to create and maintain a win-win relationship with new and current customers and track campaign results (leads received/worked, closing rations, etc.)
• Oversees all aspects of the customer service experience to troubleshoot processes and procedures and make improvements of customer service quality
• Ensure service and sales targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery.
• Develop project concepts and maintain optimal workflow between Telesales department and customer service department to reach the optimal benefits
• Implements effective processes for customer service representatives to interact with customers via telephone, email, live chat or instant message
• Provides training on handling of sensitive customer service issues
• Monitors and reviews processes for ways to make procedures more time and cost-effective
• Makes regular reports to upper management about department milestones and progress
• Holds regular meetings with department staff to discuss expectations and hear team concerns
• Plans and maintains departmental budget
• Responsible for department recruitment and retention, as well as accurate and regular reports regarding staff changes
• Coordinates with sales department to incorporate plans to increase customer satisfaction
• Manages issues with the staff through assessment and subsequent corrective action protocol
• Ensures work environment is compliant with all applicable laws and regulations
• Maintains confidentiality regarding personnel information and customer financial data by keeping sensitive documents private and secure
• Liaises with upper management, vendors, contractors and key stakeholders to ensure quality of products and efficiency of department