S&p data provides premium sales and customer care support for companies who want to delight their customers at every stepOur company is founder led, and leverages engaged and proactive management teams to constantly innovate and drive performanceOur team is not a bpo vendor partner, but instead an extension our client’s company, we live and breath our client’s business, and align our goals and success measures to what matters most to themWe do not just make and answer calls, we are dynamic marketing partners designing, building, executing, and improving bespoke solutions on our clients’ behalfWe provide support for some of the industry leaders in telecommunications, finance, fintech, technology and securityFor more information on s&p data, visit our website at https://www.spdatallc.com/about.
This is a work from home position.
Summary of duties:
The sme (subject matter expert) is responsible for managing, coaching and developing a team of telesales representatives handling inbound or outbound callsThe sme is a key resource for the delivery of sales targets and must ensure that their team members have the product knowledge and/or sales techniques to achieve these objectives.
Main responsibilities:
Provides supervision, coaches, trains, schedules, monitors activities, and participates in performance assessment of sales staff;
Development to team members to meet/exceed objectives and targets in sales, productivity, revenue and quality standards
Motivates sales team and fosters positive work environment
Ensures that all customer needs are met and go above and beyond expectations to ensure total customer satisfaction
Coordinates sales campaigns and incentive programs in order to increase sales performance, customer service and productivity
Analyzes sales results to detect trends and recommend solutions to contribute in attaining individual sales goals and those of the team
Provide a proactive approach by taking the initiative to resolve problems
Ensure delivery of quality of service through call monitoring and complaint resolution
Coaching and mentoring of team
Work with qa team and utilize quality monitoring and any other supporting data to assist with coaching and feedback
Coach and mentor team captain
Appropriately addressing human resource issues, such as attendance, interpersonal conflicts in the workplace and consults with call center and hr manager for guidance
Participate and/or lead in internal/client calibration sessions
Provide recommendations for improvement of processes and procedures
Conduct monthly and yearly performance reviews
Responsible for managing and producing daily, weekly, monthly and yearly statistics and kpi’s
Assist management with development of program and team goals
Assist with other duties, e.gDialing, quality assurance when required
Assist with projects and other duties as requested or assigned
Skills and qualifications:
Must have high school diploma with relevant work experience
Post-secondary education is an asset
Excellent leadership skills
Strong communication and customer service skills
Effective and accurate decision making skills
Strong organization and planning skills
Ability to respond to adverse situations, i.eSystem problems, irate customers, high call traffic
Excellent ms office skills
Flexibility to work varying shifts or additional hours as dictated by business needs
Personal attributes:
Strong team player with a willingness to go beyond the normal scope of the job
Must be self-motivated
Ability to motivate and build morale in a telesales environment
Flexibility to work additional hours as dictated by business needs
Must be prompt for work
Must have excellent verbal communication skills
High tolerance for a fast paced demanding environment
Ability to handle sensitive information and maintain confidentiality
Skills & qualification:
Must have high school diploma with relevant work experience
Post-secondary education is an asset
Excellent leadership skills
Strong communication and customer service skills
Effective and accurate decision making skills
Strong organization and planning skills
Ability to respond to adverse situations, i.eSystem problems, irate customers, high call traffic
Excellent ms office skills
Flexibility to work varying shifts or additional hours as dictated by business needs
Personal attributes:
Strong team player with a willingness to go beyond the normal scope of the job
Must be self-motivated
Ability to motivate and build morale in a telesales environment
Flexibility to work additional hours as dictated by business needs
Must be prompt for work
Must have excellent verbal communication skills
High tolerance for a fast paced demanding environment
Ability to handle sensitive information and maintain confidentiality
