Call Center Manager
3 weeks ago
The Call Centre Manager position involves managing a growing team of 20 sales staff and team leaders with some key elements listed below
- Deliver training to sales staff
- React to issues and info as it occurs, feeding back to Sales Director and making recommendations
- Oversee and ensure the smooth functioning of sales teams
- Generate client proposals and agreements
- Handle issues and complaints related to sales (work with operations and customer success teams) - take steps to stop recurrence
- Maintain and keep updated supportive techs
- Carry out weekly and monthly meetings with Inbound team leaders
- Review reports and suggest training - evaluate performance vs projection - identify strengths and areas for improvement
- Ensure policies and processes are followed
- Individual review with each sales staff member monthly to ensure skills progression, development, and best practice. Follow up with ongoing training and mentorship - (20 staff, 4 - 6 hours each review/appraisal, this takes up 50% of CCM time)
- Weekly meetings with Team Leaders and team to share updates, discuss sales techniques, and address challenges
- Monitor leads daily and works with marketing to ensure targets can be achieved
- Provide regular feedback and coaching to team leaders and sales staff.
- Develop and maintain call center scripts and knowledge bases
- Ensure new tech and processes are implemented and followed
- Job assessments - provide feedback on what we can do better
- Hands-on involvement including demos and meetings with critical clients
- Support new staff to competence after basic training
- Interpret sales data to ensure team development and better allocation of work and resource optimization (individual strengths, locations, job types)
- Represent the Inbound team in management meetings
- Monitor pricing, meet with team leaders and operations - ensure accuracy
This is NOT an entry-level position, we are seeking experienced managers with direct experience in sales and at least 5 years track record in similar roles. The position requires someone flexible as hours can vary based on the needs of the sales teams and business.
The role is full-time and office-based in Pattaya. Open to Thai and foreigners with all benefits in place such as social payments, healthcare, paid holidays, sick leave, and work permit.
Pay will be discussed with those that are invited to the interview stage. Applications are invited until 25/08/23 with interviews starting WC 28/08/23. You will be asked to complete a skills assessment before your interview.
**Salary**: ฿100,000.00 - ฿300,000.00 per month
Ability to commute/relocate:
- พัทยา, ชลบุรี: Reliably commute or planning to relocate before starting work (required)
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