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Telesales Supervisor

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POST DATE 9/3/2016
END DATE 12/19/2016

Stannah Stairlifts Inc. Franklin, MA

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


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


Manages all employees of the telesales team and is involved in the performance management and hiring of the employees in the telesales department.

Monitors the productivity and effectiveness of the telesales representatives.

Answers incoming calls related to:


Appointment setting

Service calls

General inquiries


Makes outgoing calls to follow up on leads, obtaining appointments wherever possible, and records the details in MS-Access.

Monitors calls to observe employee demeanor, technical accuracy and conformity to telesales scripts.

Reviews recorded calls to assess the customer experience and telesales representatives' effectiveness in obtaining sales appointments.

Reviews recorded calls of the third party after hours call center to monitor the customer experience and telesales representatives' effectiveness in obtaining sales appointments.

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.

Promotes harmony among workers and resolves grievances.

Prepares trend reports to track performance and to continuously improve the telesales process.Examples of reports may include:

Percentage of leads that convert to appointments overall and by individual representative

Percentage of leads that convert to appointments for third party call center

Liaises with third party after-hours call center on issues related to telesales, service calls and other general messages the call center handles.

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.