Telesales Manager
منذ 3 يوم
source : ExploreJobs

DohaJob PurposeTo manage and develop the Telesales Team and Lead Qualifier’s ensuring that productivity and revenue is maximized while following regional guidelines.

Key TasksAct as an ambassador for DHL at all times and attend to customer needs in a professional, friendly and courteous mannerEnsure that a high level of professional rapport is developed and maintained with all customersFollow up on all customer enquiries and direct customer to the correct DHL department where further information is requiredEnsure that effective motivation, recognition and incentive programmes are recommended / presented for DHL Telesales staff and the lead qualifiersMonitor the DSR’s, Call Rates, Attendance / Sick Leave & other relevant performance measures to ensure maximum productivity.

Also to ensure that remedial measures are put in place in case of any discrepanciesMonitor the Sales Lead Process and ensure the smooth flow of leads to all the channels on regular basisEnsure that all Service Complaints are dealt with in a professional, empathetic and swift manner, while ensuring that the appropriate action is taken to prevent recurrenceContribute to the productivity and performance improvement of Telesales by developing, promoting & monitoring specific marketing campaigns in collaboration with the Commercial and Marketing Departments.

Manage agreed marketing campaigns and promotionsManage staffing requirements including monitoring, coaching and giving performance feedback to all, developing them to ensure the best possible performanceIn conjunction with the Sales Development Manager and the training department, define development requirements of the Telesales staff and monitor the implementationManage and monitor the administration of the Sales Leads Incentive Program commission for the Country Office and the quarterly commission of the Telesales team and the Lead Qualifier effectiveness of the same.

To also manage the induction requirements of new recruits within the channelRun motivational campaigns to ensure teamwork & productivity increaseQualifications & Key RequirementsThe Telesales Manager should provide support, guidance and coaching to Telesales and Lead Qualifiers in solving difficult queries & situations.

The position also requires the judgement and ability to solve day-to-day team issues, pricing problems and performance issues as and when they arise.

The Telesales Manager should provide support, guidance and coaching to Telesales and Lead Qualifiers in solving difficult queries & situations.

The position also requires the judgement and ability to solve day-to-day team issues, pricing problems and performance issues as and when they arise.

Is focused on identifying and meeting customer needs. Acts to establish a long term business partnership with internal and external customers.

The Telesales Manager needs to plan the roster and organise resources around the expected call volumes. They also need to assign individual projects and objectives to the team member in order to achieve targets and deadlines.

The Telesales Manager will be required to make decisions with regards to the day to day running of the Telesales and lead qualifiers.

These would typically be issues related to Rostering, Service Issues, Pricing, and Training etc.Continually seeks to accomplish critical tasks with measurable results.

Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals.

Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues.

Supports group decisions.Acts responsibly. Can be counted on to keep commitments. Complies with DHL expectations, policies and procedures.

Builds others' trust in own professionalism, integrity, expertise and ability to achieve results.Provides both verbal and written information in a timely, clear and concise manner.

Expresses ideas effectively, adjusting style to the needs of others. Listens attentively and asks questions when needed to clarify information.

Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure.

Stays positive.Is thorough and complete in performing all aspects of the job. Stays focused on the details of the job, no matter how small.

Checks and monitors work to ensure accuracy.ExperienceExcellent verbal communication skills and interpersonal styleExcellent personal presentation, grooming and hygieneGood clear command of the English languageExcellent organisational skills, including ability to prioritise workloadAbility to effectively contribute as a team member as part of a busy teamProven ability to work under pressure in a fast paced, time sensitive environmentDemonstrated ability to use initiative / judgement to solve job related issuesGood understanding of DHL NetworkStrong problem solving capabilityDesire to get the job donePassion to provide excellent Customer ServiceRight first time philosophyProven track record in people management that demonstrates ability to lead, coach and motivate a teamPeople & communications skillsExcellent planning & organising skillsCommercial or Sales Experience (Critical)Excellent written & oral communication skillsAchievement driveResult orientedSelf ConfidenceCreativityPresentation skillsDeveloping peopleMotivation & Coaching skillsThrives on challengesPossesses sound problem solving & decision making skillsCapable of working under pressureThorough knowledge of DHL services, products

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