The Telesales Supervisors would work with the Contact Centre Lead (CCL) & the Contact Centre Manager to manage the day-to-day operation at the Contact Centre. He / She supervises a team of Telesales Agent calling on customers as assigned; sell NB products to them and follow up to ensure those products are delivered satisfactorily.

RESPONSIBILITY 

• To assist in the coordinating the day-to-day running of and the activities of team of Telesales Representatives / Agents at the Contact Centre – the Telesales activities of selling and Customer problem solving.

• Perform training, coaching, and leading Telesales representatives and as they provide support for customers.

• To drive achievement of service and sales targets, SLA’s and KPIs at the Centre continually. 

• To ensure use of Telephone to achieving effective coverage to the assigned outlets and to sell all NB products to them, thereby increasing NB coverage of the market and achieve customer centric objectives.

• Guide Telesales representatives through difficult calls or issues, diffusing angry customers, and handling issues that cannot be fielded by telesales representatives

• Daily steering the frontline (STF) meeting by leading team meetings, develop presentations and talks to motivate and educate telesales representatives and supervisors.

• Work with the Contact Center Manager in identifying trends and establishing call center goals.

• Present reports and analyzing contact center data to improve processes and performance.

• Consistently evaluate the performance of telesales representatives, ensure discipline and corrective actions where necessary 

• Taking on other tasks or projects to support employees, other managers, and call center operations.

• Provide leadership for telesales Agents by actively engaging and supporting them to ensure better performance

• Work with Contact Centre Manager to implement Change Programs and Projects which impact the contact centre

• Work with Contact Centre Manager to carry out regular evaluation /assessment and develop a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are develop effectively.

• Identifying and instilling best practice, processes, systems and recommend continuous improvement idea for the centre.

• Regularly Reports weekly team activities to Contact Centre Manager. 

• Assist CCM in coordinating set up and ensuring that all tools in use for working such as Quick Drinks (QD) are readily available and functioning at all times.

• Regular follow-through on all sales order generated by TSRs for prompt delivery to customers.

• Constantly liaising with respective Field Sales Team (STL, ASM, Fulfilment Agents to ensure all other created by the Agents are fulfilled timely and in-full (OTIF).

• Preparing and updating effective daily call plan for TSRs for a productive customer relationship management.

• Work closely with the various sales area team to ensure that customers are happy and satisfied at all times by providing prompt feedbacks from customers with a view to proffering solutions to their challenges.

• Monitor all calls to ensure that due process and quality standards are adhered to and intervene / correct TSR where necessary.

• Submit regular reports to management and seek new ideas and strategies to improve performance at the center