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S&P Data provides premium sales and customer care support for companies who want to delight their customers at every step. Our company is founder led, and leverages engaged and proactive management teams to constantly innovate and drive performance. Our 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 them. We do not just make and answer calls, we are dynamic marketing partners designing, building, executing, and improving bespoke solutions on our clients’ behalf. We provide support for some of the industry leaders in telecommunications, finance, Fintech, technology and security. For 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 calls. The 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.
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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.g. dialing, quality assurance when required · Assist with projects and other duties as requested or assigned
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· 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.e. system problems, irate customers, high call traffic · Excellent MS office skills · Flexibility to work varying shifts or additional hours as dictated by business needs
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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
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