Experienced Contact Centre Sales Manager (Day Shift)

We have an exciting opportunity for a proven leader to join our contact centre based in Cebu. If you are relocating - relocation package is negotiable!

A company to be proud of

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In conjunction with SVC PH, Inc. (an affiliate of Executive Boutique Call Center), we are now looking to expand our offshore team of outbound sales consultants.

Executive Boutique/Select VoiceCom is an American and Australian owned company providing BPO services from its offices in Cebu IT Park. We recently celebrated our 14th Anniversary. While our main goal is to provide first class service to all of our clients, this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all of our employees to proudly say “I work at Executive Boutique/Select VoiceCom and think it’s a great place to work!”. The owners and managers at EB/SVC care about their employees and listen to their feedback. All of our company decisions take into account how they will affect our employees and what we can do to make it beneficial for our employees. If you are considering a move from your current job or want to build a new career with an opportunity to learn and grow, then we urge you to apply with us today and join the growing EB/SVC family. You won’t regret it!

Checkout our Facebook page:

www.facebook.com/selectvoicecomph

CONTACT CENTRE SALES MANAGER

Reporting to the Operations Manager, you will be required to play an integral part in the successful management of the day-to-day operation of the Contact Centre. You will take full responsibility for developing its team members, managing day-to-day team performance, achieving sales targets, delivering the “trust advisor” experience to TPS clients and ensuring compliance with the TPS communication guidelines. 

This is a high-sales performance and client experience-oriented role.

You will also be responsible for leading, coaching and managing a 24-person outsourced client contact centre in SVCPH Inc., Cebu, Philippines.

Work setup

On-site/office-based

Successful candidate requirements

• Minimum 5-year experience in managing contact centre agents as a sales manager

• Proven records of leading a team to hit sales targets consistently

• An outstanding sales manager and effective leader

• A great communicator (with TPS management team, bookers and other stakeholders)

• Has experience working with high-involvement products/services, and a deep understanding of western culture is a plus

• Trustworthy, honest

• Willing to work on weekends(as needed)

• Willing to work on-site

Overall goal

To support the Head of Client Acquisition and manage a predominantly phone-based sales team to achieve bookings and turn-up targets and deliver excellent service to clients.

Responsibility summary

• Create sales forecasts.

• Hit sales quotas.

• Analyze performance data.

• Mentor and train sales reps.

• Recruit, hire, and onboard new salespeople.

• Design and implement a scalable sales strategy.

• Continuously iterate on and improve upon sales processes.

Key accountabilities

• Manage the day to day planning, control and direction of activities for the team

• Actively manage, coach and provide development plans for team members, resolving performance issues promptly and providing motivation that encourages all team members to deliver to their full potential

• Oversee team performance, reporting and monitoring quality of outputs to ensure services are at optimum levels

• Lead the way for employees on unconscious bias and acting inclusively

• Client liaison related to operational performance, changes and risks

• Deliver to agreed KPI’s and SLA’s, both internal and external

• Recommend process improvement initiatives to drive continuous improvement within the business and for the client

• Recommend and, where appropriate, implement contingencies, practical workarounds and workload management strategies

• Work as part of the Operational Management team delivering updates and statistics on a daily, weekly and monthly basis

• Plan, optimise and forecast resources for the team

• Drive customer satisfaction through provision of quality service to our internal and external clients

• Actively develop and promote a safe working environment

• Champion, accommodate and personally take up approved discretionary learning, development, and social contribution opportunities to measurably drive your team’s participation

• Ensure client satisfaction is maintained and/or improved through provision of quality services, in turn leading to growth in services

 What will you bring to the role? 

We are looking for someone with previous sales leadership experience (minimum of 5 years), ideally managing a sales and client experience-focused team for high-involvement products /services.

Skill summary

• Motivation Skills

• Strong Communication Skills

• Good People Skills

• Analysis Skills

• Strategic Planning Abilities

Some other key skills that you’ll have

• Ability to lead the way for employees on unconscious bias and acting inclusively

• Being able to help build external partnerships and recruitment campaigns that attract talent from underrepresented groups

• Take advantage of diverse views and perspectives to develop new approaches to delivering outcomes

• A strong desire to understand individual strengths and developments needs and then provide the appropriate structure and support for each team member to grow accordingly

• Outstanding listening, oral and written communication skills for gathering and providing

• A high level of initiative, with the ability to tackle problems in a methodical and logical manner

• A passion for providing a fantastic client experience

• Strong attention to detail and an underlying commitment to delivering quality outcomes

• Strong computer skills 

• Fast learner who can adapt to new systems and processes; using Hubspot is a plus

• Experience in living and working in Australia is a plus

Rewards designed for you   

Work-related visit to TPS studios in Australia based on the achievement of the team performance.