Call Center Outbound Manager

3 نوفمبر، 2022

0 2 2 دقائق

الوصف الوظيفي

A. ROLE & CONTEXT

Purpose:

Starlink looking for highly Qualified & experienced Customer Service / Tele-Sales leader to perform exceptional service delivery and sales of telco Contact Centre

Context:

Working closely with the customer in terms of service delivery, maintaining customer relation, resolving gaps in BAU operations. Working directly with Team Leaders and Agents, client focal points and internal stakeholders to improve revenue generated from Tele-Sales through outbound calls to targeted segment of customers across multiple campaigns and achievement of KPI targets and day-to-day BAU Operations.

B. ROLE ACCOUNTABILITIES

Responsibilities:

· Monitor performance and SLAs of outbound contacts to targeted customer base either through manual dialling or through Outbound Auto-dialer

· Training the sales team, setting sales targets, monitoring team performance, implementing sales strategies, cultivating relationship with customers, and handling customer complaints

· Writing sales scripts and customer answer sheets

· Compiling and presenting sales reports

· Understand customer needs and pitch appropriate service / products to increase customer usage and revenue highlighting the benefits of the service / products.

· Inform all relevant information pertaining to the services / products

· Achieve Tele-sales / conversions based on KPI Targets.

· Provide guidance, instruction, direction and query resolution to Outbound Team Leaders and Agents.

· Address customer problems/issues/concerns/queries/escalations/follow-ups/callbacks in reference to products, services rendered or customer interactions across all communication channels.

· A good understanding of the product and services in the Telecom sector.

الوصف الوظيفي

المهارات

C. EXPERIENCE AND QUALIFICATIONS

· Highly creative with experience in identifying target audiences and devising campaigns that engage, inform and motivate

· Excellent verbal and written communications skills

· Strong listening, presentation and decision-making skills

· Commercial acumen and the ability to “decode” customers

· Experience in working in Sales – outbound contact center or face-to-face/retail.

· Excellent verbal and written communications skills in at least any 2 of [Arabic, English, Hindi]

Minimum Entry Qualifications

· Bachelor’s degree in related field

· Minimum 10 years of managing outbound telesales team or team managing direct customer interactions.

· Hands on knowledge about Call centre product, process and systems

D. KEY PERFORMANCE INDICATORS

· Should have an understanding of major contact center KPIs’ (AHT, Quality, hold time, ASA, Call back TAT, Pending transactions, Quality parameters, etc)

· Performance will be measured based on Monthly Balance Score Card (BSC)

· KPIs are linked with contractual targets from customer.

E. KEY RELATIONSHIPS & DECISION MAKING

Reports to

Senior Manager, Contact Centre

Network

Expert in Sales skills to manage irate customers

Business impact of role

Maintaining excellent employee and customer relationship
Ensure day-to-day delivery of client SLA
Monitor and control Quality and other important KPIs

F. SKILLS

Technical & non technical

· Ability to convince customers in cross-selling or upgrading telecom service and products

· Strong listening, presentation and decision-making skills

· Time Management Ability

· Problem Solving Ability

· Impressive negotiation skills

Other Skills

· Capable to work with multi culture/nationalities

· Maintain punctuality and professionalism

· Strong customer service competencies

· Customer centric attitude

المهارات

تفاصيل الوظيفة

منطقة الوظيفة: قطر
قطاع الشركة: الاستعانة بالمصادر الخارجية لخدمة العملاء; الاتصالات والشبكات; خدمات تكنولوجيا المعلومات
طبيعة عمل الشركة: صاحب عمل (القطاع الخاص)
الدور الوظيفي: خدمة العملاء ومركز الإتصال
نوع التوظيف: دوام كامل
الراتب الشهري: غير محدد
عدد الوظائف الشاغرة: غير محدد