Telesales Supervisor 9/3/2016

Stannah Stairlifts Inc. Franklin, MA

Company
Stannah Stairlifts Inc.
Job Classification
Full Time
Company Ref #
29546875
AJE Ref #
576086355
Location
Franklin, MA
Job Type
Regular

JOB DESCRIPTION

APPLY
X Exempt O Non-Exempt

Reporting to - General Manager

Job Summary - The Telesales Supervisor trains, supervises, monitors and coordinates activities of staff providing telephone customer support services, who are primarily engaged in appointment setting for the stairlift sales advisors.

Major Responsibilities/Activities

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Manages all employees of the telesales team and is involved in the performance management and hiring of the employees in the telesales department.
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Monitors the productivity and effectiveness of the telesales representatives.
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Answers incoming calls related to:

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Appointment setting
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Service calls
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General inquiries

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Makes outgoing calls to follow up on leads, obtaining appointments wherever possible, and records the details in MS-Access.
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Monitors calls to observe employee demeanor, technical accuracy and conformity to telesales scripts.
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Reviews recorded calls to assess the customer experience and telesales representatives' effectiveness in obtaining sales appointments.
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Reviews recorded calls of the third party after hours call center to monitor the customer experience and telesales representatives' effectiveness in obtaining sales appointments.
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Provides communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.
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Promotes harmony among workers and resolves grievances.
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Prepares trend reports to track performance and to continuously improve the telesales process.Examples of reports may include:
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Percentage of leads that convert to appointments overall and by individual representative
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Percentage of leads that convert to appointments for third party call center
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Liaises with third party after-hours call center on issues related to telesales, service calls and other general messages the call center handles.
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Oversees sales advisors' appointment calendars.

Previous experience in monitoring and measuring performance in a Telesales Department required. Supervisory experience in Telesales a plus. Bachelor's degreepreferred.