Job Description

Reporting to the Sales director and working closely and collaboratively with the sales operations team to ensure quality engagement with our agents and customers through outbound calls, quality field execution activities and high end reporting. You will also oversee the Telesales managers and through them deliver the set Revenue targets among other KPIs.

Qualifications

• Responsible for relationship management, performance and accurate implementation of strategic initiatives with the field sales team to drive set business objectives.
• Clearly define team and individual goals and objectives; communicate frequently, providing timely and constructive feedback to ensure high engagement within the operations team.
• Managing a team of Telesales managers including performance monitoring
• Create the appropriate business rhythm for the Telesales team including development of systems and processes matched with present day Telesales best practices
• Work with the L&D team to develop training curriculum, tactics and techniques to enhance sales productivity, ROI, as well as product and technical expertise of the team.
• Maximize team performance through training, coaching and motivation, and incentive programs.
• Ensure proper cascade of information from other departments to the direct reports; promotions, incentives, programmes etc.
• Effectively deliver operational targets including sales and conversion rates, as well as other targets.
• Responsible for allocating work-time to team according to the workload (frequency of calls).
• Oversee the recruitment of required and qualified personnel to fill job openings for Telesales team ,QA and Support Team.
• Maintain and enhance Telesales ,QA and Support Team operations by supervising system performance, identifying and providing solutions to problems.
• Help manage working equipment by ensuring repairs and replacements as at when due to support efficiency within telesales function.

Qualifications

• Degree in business administration and other related fields.
• Over 5 years telesales /call center senior management experience 
• Professional qualifications in Telesales / call center management (added advantage)
• Strong analytical and operational skills
• Fast learner, self-motivated, results oriented and resourceful
• Both a proactive team player and independent worker, with proven track record of working on cross-functional teams
• Ability to analyze, interpret and report results, trends and outcomes
• Flexibility, ability to innovate and to manage responsibilities and priorities in a fast paced, growth-oriented environment.
• Outstanding communication and interpersonal skills
• Great leadership traits
• Good problem solving skills.
• The ability to deal with demanding and challenging conversations
• Strategic and ability to implement and manage change.
• Managing and motivating high performing operational teams.
• High attention to details

Job Description

We are looking for customer care professionals with strong interpersonal and communications skills who are passionate about Customer Experience and its growing future in the organization. This position reports to the Customer care Inbound/Outbound supervisor

In this role, you will undertake the following tasks:

• Handle all incoming or outgoing customer communication from Copia Agents & Customers through phone, SMS, ticketing system {Freshdesk}, web chat and emails.
• Update Agents & Customers on delayed deliveries/and or non-deliveries with clear timelines on expected delivery timelines.
• Identify reasons behind service breakdowns during the customer journey {returns, agent unavailability, order cancellations} and attempt service recovery by calling affected Agents and Customers and offering proactive solutions.
• Escalate tickets within the organization through Freshdesk if they cannot be solved immediately.
• Make calls to potential customers to locate a Copia Agent nearest to them.
• Follow ups on Agent & Customer issues and ensuring timely feedback to all concerned parties on progress and resolution.
• Any other duties as may be given by your Supervisor or Manager.

Qualifications

• You have a bachelor's degree from an accredited college or university. 
• You have previous experience as a customer care associate/agent, marketing associate or related position will be an added advantage. 
• You have good data entry and typing skills.
• You have the ability to clearly communicate in English and Kiswahili.  
• You have previously worked in a fast-paced environment and in shifts including evening and weekend.
• You have superior computer skills, including strong knowledge of Excel, Word and PowerPoint. 
• You display exceptional interpersonal and active-listening skills as well as the ability to prioritize issues and respond accordingly.
• You are commitment to excellent customer experience.