Sales Assistant Manager

Teleperformance - Toronto, ON (6 months ago)

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Summary of Position
Plans, assists managers, and controls the day-to day sales operational activities that provides support for a business unit or group. Responsible for the assistant management, coaching and development of Operations Supervisors. Responsible for managing sales agents and sales supervisors. Possesses a true ability and passion for sales operations and building leaders every day.

Key Responsibilities and Accountabilities (include, but are not limited to,)

  • Daily, weekly, monthly management of KPI performance and provide updates to the Call Centre Manager
  • Be a driving force to promote activities that will improve and maintain a high level of Employee Satisfaction (ESAT)
  • Meet daily with Supervisors to review previous days’ performance (internal/external KPI’s) and to plan for the day
  • Ensure Supervisors are meeting their Team’s KPIs, Quality, ESAT etc. and that they understand what their targets are to achieve success
  • Ensure Calibrations are done weekly with the Client and Internally with the Quality department or as specified.
  • Ensure that all Monitoring and Coaching is done monthly in accordance with the Client requirements
  • Responsible for daily, weekly, monthly review of Quality results and implement actions to improve as required
  • Responsible for daily review of Efficiency and address any issues/action plans
  • Responsible for coaching, development and succession planning of Supervisors and Agents
  • Ensure yearly Performance reviews are complete for Supervisors and Agents
  • Troubleshooting and escalation of issues/concerns to Call Centre Leader as required
  • Promote and follow through on Teleperformance initiatives & methodologies
  • Abide by and support management directives and adhere to all Teleperformance policies.

Responsible for managing to achieve and exceed :

  • Client KPIs

* Sales targets and CSAT through Operational and team performance
* Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale
* Ensure all Company policies and procedures are followed within the site
* Ensure Compliance with all Internal and Client Operational Procedures and Requirements
* Participate as a value-adding member of the Teleperformance management team
* Through demonstrated individual performance, promote the highest standards of ethical and professional conduct
* Perform other related duties and assignments as required
* Thrive as a team player in a fast-paced, high-energy, change-oriented environment

Education and Experience

  • Bachelor’s degree or equivalent experience in a call centre or business related field (e.g., management, sales).
  • Minimum 1-2+ years of B2B sales experience in an inbound/outbound call centre.
  • Minimum 2-3+ years of management experience in an inbound/outbound call centre.
  • Must be in current role for 4 months

Job Requirements

  • Must have availability to work various shifts influenced by current business needs.
  • Continuously demonstrate a high sense of urgency
  • Enthusiastic and energetic
  • Strong negotiation and objection handling skills
  • Possess a high level of Professionalism
  • Must have a keen sense of attention to detail, taking the initiative.

Teleperformance welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Should you be invited to participate in the selection process we are committed to accommodating you to best meet your needs

** Please be advised, Teleperformance frequently uses video interviewing during our prescreen process. If you receive an email from one of our recruiters asking you to participate in a video prescreen through Spark Hire it is part of our new prescreen process!! **

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Job Type: Full-time

Experience:

  • management: 2 years (Preferred)
  • sales: 1 year (Preferred)

Language:

  • English (Preferred)