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Sales Call Center Manager

Robert Half Miami, FL
  • Posted: 15 days ago
  • Other
If you are interested in this position, please email your resume to Anouka.Perkins@CreativeGroup.com• Hiring, training, coaching, and leading call center representatives as they provide support for customers.• Assume responsibility of budgeting and tracking expenses• Hire, coach and provide training to sales agents to maintain high sales standards and optimize agent conversion rates• Monitor and improve ordering, telephone handling and other procedures• Evaluate performance with key metrics (accuracy, call-waiting time, etc.)• Prepare reports for different departments or upper management• Answering Sales Agents questions, guiding them through difficult calls or issues, diffusing angry customers, or handling problems that cannot be fielded by sales agents• Leading team meetings, asking questions to understand better the sales agent and the lead quality, educating, and coach agents regarding processes and practices, and explain expectations to employees.• Assisting other management team members in identifying trends and establishing call center goals. Working with the VP of Marketing & Technology to report lead quality and lead issues.• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.• Preparing reports and analyzing call center data to improve processes, ensure resources are appropriately allocated, and maximize efficiency and customer satisfaction.

Robert Half

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Miami, FL
USA

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