Contact Center Sales Supervisor

Liberty Latin America; Luquillo (PR); On-site; USD 45,000 - 65,000; Full time

Job summary

Liberty Puerto Rico seeks a Contact Center Sales Supervisor to lead inbound/outbound sales, staff the team, and drive quotas and profitability. You will establish growth plans, monitor performance, and ensure efficient order processing.

The role requires a Bachelor’s in business, 3–6 years in telemarketing/Call Center, and preferred supervisory experience; bilingual Spanish/English is essential.

Qualifications

• Bachelor’s degree in business administration or related field.
• 3-6 years of experience in telemarketing/Call Center environment.
• Supervisory experience is preferred.

Responsibilities

• Develop sales strategy for inbound and outbound channels, which ensures attainment of departmental and company sales goals and profitability.
• Prepare individual and team action plans to achieve effective management of sales prospects and sales goals.
• Assist in the development and implementation of marketing plans when needed.
• Conduct one-on-one review with all sales agents to build more effective communication and provide insight for the improvement of sales performance.
• Track daily sales results and provide reports on sales performance to management timely and accurately.
• Ensure an accurate order processing procedure.
• Educate agents in the accurate sales flow, how to best manage customer objections; call back procedure, retention of cancelled installations and sales offers and promotions.
• Monitor calls both silent and by seat along.
• Measure call performance on KPIs: inbound calls, abandoned calls, service level, AHT, occupancy, maximum time waiting, call reasons and call distribution.
• Analyze and monitor daily telephone activity to ensure compliance with performance and quality standards.
• May help with the coordination of activities with programmers in order to keep a high sale ratio in premium channels.
• Verify and approve employee payroll.
• Approve adjustments on their limit.
• Responsible for recording employee’s absences and tardiness and identify occurrences according to Attendance and Tardiness Policy.
• Demonstrate and ensure compliance with the Customer First Philosophy, all Liberty Latin America's policies and procedures including the Code of Conduct and Liberty safety standards and procedures.
• Other functions may be assigned.

Skills

Bilingual (Spanish & English)

Communication skills

Interpersonal skills

Employee motivation

Customer service orientation

Education

Bachelor’s degree in business administration or related area

Tools

Microsoft Office

Job description

Location: Luquillo, P.R.

What's the role?

As the Contact Center Sales Supervisor, you will be responsible for the development and performance of all sales activities in the Contact Center, both inbound and outbound. Staff and direct the sales team and provide leadership towards the achievement of sales quotas, maximum profitability and RGU growth. Establish plans and strategies to grow the customer base by acquiring new sales and adding new services to existing customers.

How can you add value?

• Develop sales strategy for inbound and outbound channels, which ensures attainment of departmental and company sales goals and profitability.
• Prepare individual and team action plans to achieve effective management of sales prospects and sales goals.
• Assist in the development and implementation of marketing plans when needed.
• Conduct one-on-one review with all sales agents to build more effective communication and provide insight for the improvement of sales performance.
• Track daily sales results and provide reports on sales performance to management timely and accurately.
• Ensure an accurate order processing procedure.
• Educate agents in the accurate sales flow, how to best manage customer objections; call back procedure, retention of cancelled installations and sales offers and promotions.
• Monitor calls both silent and by seat along.
• Measure call performance on the following essential meaningful metrics (Key performance indicators); inbound calls, abandoned calls, service level, AHT, occupancy, maximum time waiting, call reasons and call distribution.
• Analyze and monitor daily telephone activity to ensure compliance with performance and quality standards.
• May help with the coordination of activities with programmers in order to keep a high sale ratio in premium channels.
• Verify and approve employee payroll.
• Approve adjustments on their limit.
• Responsible for recording employee’s absences and tardiness and identify occurrences according to Attendance and Tardiness Policy.
• Demonstrate and ensure compliance with the Customer First Philosophy, all Liberty Latin America's policies and procedures including the Code of Conduct and Liberty safety standards and procedures.
• Other functions may be assigned.

What do you need?

Education and/or Experience:

Bachelor’s degree in business administration or a related area.

3-6 years of experience in telemarketing/Call Center environment.

Supervisory experience is preferred.

Other Qualifications:

• Good communication and interpersonal skills.
• Fully Bilingual (Spanish and English).
• Computer-literate, knowledge in Microsoft Office.
• Customer Focus and service oriented.
• Ability to motivate employees.

Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, protected veteran, disability status or genetic information. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Assessment, background check and drug test will be required to successful candidate.
If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.