Job Description:
- Telesales (Inbound/Outbound) work is typically performed in a call center environment and focuses on Nominal inbound customer service (logging requests, activating accounts, setting up service appointment times, etc., transfers issues for resolution to customer service reps)
- Primary focus is selling Inbound work includes responding to customer-initiated calls to activate a service, request a product/service change, schedule an installation or repair, or resolve a product/service or billing issue
- Selling targeted products/services as part of the customer-initiated interaction
- Outbound work includes Initiating calls to potential customers from a list of provided leads. Leads on the list are: Existing customers targeted for cross/up sell prior customers and potential new customers
- Positions on this level have comprehensive knowledge of the specific discipline or the broader area in which the position operates
- Executes specialized projects and activities and typically works according to set principles
- Usually generates and initiates own workload and doesn't need instructions or guidelines
- Might supervise work of less experienced professionals providing professional expertise and taking responsibility for the end-product
- Positions at this level are expected to significantly improve the day-to-day activities/processes
- Manages and oversees the implementation of short-term activities within the team
- Decisions are of an operational nature within a defined scope
- Positions on this level delivers their share of professional responsibilities focusing on professional excellence
- Typically manages a team of Individual Contributor co-workers
Qualifications:
- Minimum of 3 to 4 years leadership experience in a Sales, Outbound Sales, Coaching, or Operations role
- Proven experience managing leaders and driving sales performance in a BPO or contact center environment
- Strong understanding of outbound sales methodologies, objection handling, and conversion strategies
- Experience analyzing performance metrics and translating insights into actionable coaching plans
- Excellent communication, stakeholder management, and presentation skills
- Demonstrated ability to motivate, influence, and develop high-performing teams