Manage our sales employees to each individual's highest potential of selling skills, productivity and customer satisfaction in order to achieve sales goals and metrics as forecasted by Executive Leadership.
Essential Functions, Duties & Accountabilities
Achieving Key Performance Indicators
Responsible for all metrics of the call center. Those to include : daily / weekly and campaign net written OB goals, dials, talk-
time, daily distinct customer sales, close percentage, returns and cancels and growth of each reps Managed Account base.
Strategically & thoughtfully plan your day to determine which reps to motivate, which to hold accountable, which to help etc.
Tailor your plan to focus on individual Rep leadership rather than blanket team approaches.
Manage teams reception of products in order to reach team / business unit net sales goals.
Analysis of sales reports and data to increase productivity and sales results.
Leading & Developing
Supervise and develop a staff of sales reps, including establishing and documenting goals and objectives, and performance management.
Develop financially motivating programs (spiffs) that energize and motivate the sales teams. This responsibility also includes tracking metrics and dollars spent to determine ROI for future spiff programs.
Assist individual sales associates in reaching personal goals, including sales, new accounts, up-sell ratio, and account development activities.
Work with the basic development of new hires to include selling skills, market and product knowledge; effectively developing a bench of high caliber talent.
Develop individual and team based product or skill training
Regularly listen to calls, conduct 1 : 1 rep meetings and hold reps accountable for performance goals
Conduct team stand-up meetings and provide proactive communications which provide clarity, motivate and stimulate action.
Provide sales training to LPM OB reps, LPM retail reps, and others as assigned.
Assure FTC compliance management requirements are met in full. Ensuring ethical, professional, and positive behavior standards.
Support and enforce sales departments and company's policies and procedures
Responsible to ensure the confidentiality and full complete safeguarding the company's trade secrets and any of our business client's customer lists and related records.
Partner with HR with hiring, employee relation issues, PIP, PA's and AMS policy compliance.
Other duties as assigned
2-3 years in Outbound Telesales Management College degree preferred but not required.
Experience and Skills
4-6 years of progressive hands on, Outbound Sales Management preferred.
Previous call center management background preferred, but not required.
Demonstrate outbound sales and motivational techniques.
Ability to work and perform at significant speed while multi-tasking.
Ability to manage and motivate Sales Associates within guidelines of department and company policies and procedures.
Excellent verbal and written communication skills are a must.
Ability to work with other departments to resolve conflicts / problems and achieve positive results.
Experience with writing and conducting performance reviews that are specific and defined goals and actions.
Specialized Knowledge, Skills and Abilities
Mastery of sales supports software to include : Maximizer, Vault, Ultimate (Ulti-Pro), Logger / Witness Systems and CMS.
Ability to work with MS Office and previous experience using CRM applications.