Contact Centre Manager Sales

POSITION SUMMARY

A Contact Centre Manager with a focus on sales duties plays a key role in managing the operations of a contact centre while driving sales performance.

Leading and motivating a sales team, setting and achieving sales targets, developing sales strategies, and ensuring high customer satisfaction through effective sales processes and training.

The ideal candidate will be a sales-focused individual who is motivated to manage a team of Supervisors, Team Leaders, and Agents to continually meet and exceed sales targets, KPIs, and SLAs.

You will play a key part in managing your team, analyzing metrics and performance to continually grow our sales operations. You will provide support, effective guidance, training, and direction to our well-established Sales teams to work together to achieve our company goals.

You will play a significant role in our Contact Centre Operations and be a part of implementing our strategic goals, working closely with Senior Management to achieve this.

Key Responsibilities

1. Sales Target Setting and Monitoring
   Establish sales targets for the team based on company goals and objectives. Track and monitor sales performance regularly, ensuring the team meets or exceeds set targets. Analyse performance data to identify areas for improvement and ensure strategies are aligned with overall sales goals.
2. Sales Process Improvement
   Evaluate and refine the sales processes and strategies used by the team to maximize efficiency and close rates. Identify bottlenecks in the sales process and work to resolve them, ensuring smooth customer interactions and faster sales cycles. Implement sales automation tools and technologies to improve agent efficiency and streamline the sales process.
3. Customer Relationship Management (CRM)
   Ensure the team uses CRM software effectively to track customer interactions and follow up on leads. Maintain accurate records of customer contact information, sales opportunities, and completed sales. Develop strategies for upselling and cross-selling based on customer history and needs.
4. Sales Reporting and Analysis
   Prepare regular reports on sales performance, including key metrics such as conversion rates, average deal size, and overall revenue generation. Analyse sales data to identify trends, challenges, and opportunities for growth. Provide actionable insights to senior management for strategic planning.
5. Customer Service
   Ensure that the contact centre delivers high-quality customer service, balancing the need for sales with the importance of maintaining positive customer relationships. Resolve customer issues or complaints that may affect sales or customer loyalty. Promote a customer-centric approach within the team, aiming for repeat business and long-term relationships.
6. Collaboration
   Work closely with marketing, product development, and other departments to ensure sales messaging aligns with overall company strategies. Collaborate with HR to hire, train, and retain top sales talent for the team. Coordinate with operations to ensure that sales targets are realistic and aligned with product availability and customer demand.
7. Sales Incentives and Motivation
   Design and implement sales incentive programs to motivate the team and reward high performers. Foster a competitive yet supportive sales environment that encourages individual and team success.
8. Customer Feedback and Sales Strategy Adjustment
   Collect and analyse customer feedback to identify potential opportunities for product or service improvement that could drive future sales. Adjust sales strategies based on customer feedback and market conditions to remain competitive.
9. Training and Development
   Provide ongoing training and coaching to sales representatives, ensuring they have the skills and knowledge to succeed.
10. Performance Management
    Conduct regular performance evaluations, provide constructive feedback, and identify areas for improvement.
11. Adhoc / General
    Any other duties as assigned by the Head of Contact Centre.

Qualification

Certified Call Centre Manager (e.g., CCCM) or equivalent qualification is a plus.

Experience

1. 3+ years of experience as a contact centre Manager.
2. 3 years of sales & service centre management / supervisor experience.
3. Experience in the Travel and Tourism industry is an advantage.
4. Proficiency in CRM software and contact centre technology.
5. Strong data analysis and reporting skills.
6. Excellent leadership and team management skills.
7. Strong problem-solving and decision-making abilities.
8. Exceptional communication and interpersonal skills.
9. Ability to manage multiple priorities in a fast-paced environment.
10. Employee engagement and retention.
11. Ability to implement creative innovative solutions.
12. Demonstrated success in effective leadership.
13. Proactive in thought and action, always striving to improve processes and procedures.
14. Strong financial and analytical skills.
15. Motivating and results-driven leader.
16. Strong interpersonal skills, ability to collaborate across the organization.
17. Excellent verbal and written communication skills.
18. Experience in developing KPIs and its management.

Ready to embark on this journey with us? Apply today!

The Travel Corporation is an equal opportunity employer and does not discriminate against race, color, creed, sex, gender, religion, marital status, age, national origin, sexual orientation, or any other consideration made unlawful by federal, state or local laws or ordinances.

Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Industries
Travel Arrangements