Tirane, ofroj vend pune Telesales Contact Centre Manager
Telesales Contact Centre Manager
Role purpose:
Oversees and effectively manage Retention operations teams and execute BAU and adhoc Retention and Migration strategies. Manages Contact Centre performance and deliverables towards achievement of company objectives.
Key accountabilities and decision ownership:
• Execute in-base retention and migration activities for consumer base
• Capturing & sharing customer insights and impact of current commercial propositions & NPS, TNPS
• Guide & support Team Leaders for Retention targets, Migration targets, X-Sell targets, performance and TNPS
• Coordinate the team activities and monitor its performance based on quantitate and qualitative KPIs
• Have full accountability of the team in terms of staffing, performance and deliverables.
• Able to collaborate successfully with all commercial teams and functional leads (Sales & Marketing).
• Be a genuinely inspiring consultant, energized to motivate team members to abide by company’s vision and goals
• Flexibility and problem handling and solving ability
• Gather insights from the market and use them to improve commercial effectiveness
• Target and action planning
Core competencies, knowledge and experience:
• At least 5 years’ experience in the telecommunication industry or other industries with high focus on telesales, and customer operations
• Proven hands on experience on Telesales floor management
• High communication, influence and negotiation skills
• Familiar & passionate about new Technologies
• Be innovative, sharp, flexible and open minded
• Demonstrate excellent written and verbal communication skills across functions
• Building high performing, lean & flexible teams with increased engagement
• Ability to withstand pressure on an on-going basis while maintaining performance
Must have technical / professional qualifications:
• Bachelor’s degree from Educational Institution or equivalent
• Strong planning and organizational skills; ability to judge and manage multiple priorities under tight project deadlines
• Excellent verbal and written communication skills in Albanian and English language
• Excellent knowledge of Microsoft office tools (Excel, Power point)
• Understanding, formulating and optimizing the P&L of a team
• Sales Skills
• Call Centres’ Technology
• Presentation skills
Please apply online on the below link before: 08/07/2018
https://vodafone.taleo.net/careersection/2a_al/jobsearch.ftl?lang=en
Role purpose:
Oversees and effectively manage Retention operations teams and execute BAU and adhoc Retention and Migration strategies. Manages Contact Centre performance and deliverables towards achievement of company objectives.
Key accountabilities and decision ownership:
• Execute in-base retention and migration activities for consumer base
• Capturing & sharing customer insights and impact of current commercial propositions & NPS, TNPS
• Guide & support Team Leaders for Retention targets, Migration targets, X-Sell targets, performance and TNPS
• Coordinate the team activities and monitor its performance based on quantitate and qualitative KPIs
• Have full accountability of the team in terms of staffing, performance and deliverables.
• Able to collaborate successfully with all commercial teams and functional leads (Sales & Marketing).
• Be a genuinely inspiring consultant, energized to motivate team members to abide by company’s vision and goals
• Flexibility and problem handling and solving ability
• Gather insights from the market and use them to improve commercial effectiveness
• Target and action planning
Core competencies, knowledge and experience:
• At least 5 years’ experience in the telecommunication industry or other industries with high focus on telesales, and customer operations
• Proven hands on experience on Telesales floor management
• High communication, influence and negotiation skills
• Familiar & passionate about new Technologies
• Be innovative, sharp, flexible and open minded
• Demonstrate excellent written and verbal communication skills across functions
• Building high performing, lean & flexible teams with increased engagement
• Ability to withstand pressure on an on-going basis while maintaining performance
Must have technical / professional qualifications:
• Bachelor’s degree from Educational Institution or equivalent
• Strong planning and organizational skills; ability to judge and manage multiple priorities under tight project deadlines
• Excellent verbal and written communication skills in Albanian and English language
• Excellent knowledge of Microsoft office tools (Excel, Power point)
• Understanding, formulating and optimizing the P&L of a team
• Sales Skills
• Call Centres’ Technology
• Presentation skills
Please apply online on the below link before: 08/07/2018
https://vodafone.taleo.net/careersection/2a_al/jobsearch.ftl?lang=en