Job expirat
• Takes actions in order to increase sales in Customer Care and to improve quality of sales, ensuring quality sales experience for the customers
• Works closely with the Customer Care Director, Call Center Managers and CC Support Manager in order to achieve sales results in the line with the sales plan
• Ensures sales targets for CC Team are met: personally manages call center agents’ productivity to ensure that their productivity levels are within accepted norms
• Ensures that each and every call center agent receives adequate sales training, by identifying training needs and communicating with CC Support Manager and Call Center Managers;
• Plans coaching sessions with call center agents and recommends actions for improvement for each agent in the telesales area;
• Coordinates the implementation of any telesales project within CC Department and reviews, updates sales processes, sales scripts and systems; Ensures all sales policies and procedures are properly implemented and understood by agents
• Ensures that all agents have the proper sales tools and marketing materials necessary to execute team and individual sales plan
• Manages the daily activity reporting for agents and ensures all daily activity is aligned with sales objectives
• Performs reports on Customer Care telesales activity on a daily/weekly monthly basis and on request; analyzes sales reports and makes recommendations when necessary
• Ensures commission reports are accurate and resolves any inconsistencies with Mkt & Sales and IT departments
• Monitors quality of sales based on sales reports and assures minimum quality target levels are met
• Verifies telesales quality for each agent (by sampling in customers accounts) on a daily basis and provides feedback to agents
• At least 1-2 years previous experience in a managerial position, at least 1-2 years previous experience in Telesales
• Experience in coordinating Tele-Sales activity
• Experience in Customer Care Operations is a plus
• Experience in communication/telecommunication industry is a plus
• Strong knowledge of Microsoft Office applications (Word, Excel, PowerPoint, Visio)
• English proficiency
• Good knowledge on communications industry (cable and or electronic communication)
UPC este una dintre cele mai dinamice companii multinationale din industria de comunicatii prin cablu din Romania. UPC face parte din Liberty Global, Inc. (LGI), unul dintre liderii mondiali in furnizarea de servicii de televiziune, voce si date, cu operatiuni in 16 tari, 10 dintre acestea din Europa. Prezenta in Romania inca din 1992, UPC este pregatita sa ofere servicii moderne in banda larga la nivel national: televiziune analogica si digitala, internet de mare viteza, servicii competitive de telefonie digitala.
