Team Lead, Service Delivery - Sales Program
Under general supervision, will lead a team of Sales Representatives with a focus on building customer relationships, creating positive a positive buying experience, increasing program revenue, maintaining and improving general sales metrics and improving current sales processes. This position will serve as a liaison between TELETECH and client with respect to increasing revenue, improving customer and client satisfaction and expanding the scope of the program. The Program Sales Supervisor will manage the team to metrics set by the partner and TELETECH program management as well as manage the team to acceptable work quality measurements set forth by the partner.
Essential Duties & Responsibilities:
Support Program Sales Leader to hire, train and coach a team of sales personnel on their sales ability including managing to metrics. Evaluate assigned sales personnel on their ability to make a prescribed number of dials per day and/or meet a set amount of available phone time. Work with assigned sales reps to manage performance that meet or fail to meet the set standard for dialing and talk time. Responsible for meeting designated team metrics provided by the partner and/or program management. They need to manage their team to individual metrics via coaching, mentoring and counseling. Maintains proper scheduling of resources and manage their team to maintain program service levels in answering calls. Insure that his team receives proper training to maintain program and personal growth. Working with Human Capital and through TeleTech policies, this position can perform coaching, performance improvement plans and disciplinary action for assigned teammates.
Oversee sales personnel documentation of telephone contacts for the purpose of evaluating the database, along with passing qualified leads to field sales reps.
Supervise outbound calling in the processing of orders that meet the requirements set by the client. Maintain integrity with teams accounts management, ownership and account profile.
Maintain open lines of communications with specified client contacts for the purpose of strengthening and enhancing the TELETECH client relationship.
Supervise seasonal sales representatives with basic job functions, scheduling, time clock management and escalations
