Telemarketing Supervisor
Code: TM-Sup |
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| Job Description: |
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| The Telemarketing Supervisor will ensure that team production goals are achieved. This individual will supervise, evaluate, discipline, coach, monitor, and train telemarketing representatives. He/she will monitor quality and quantity of calls by representatives and develop work schedules and delegate work assignments. Other duties include collecting and analyzing data in preparation of reports to measure and improve productivity, quality, and implementing policies and procedures. The Telemarketing Supervisor will directly report to the Operations Manager. |
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| Job Responsibilities: |
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Assist in supervising the day-to-day activities of the telemarketing team |
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Assist Telemarketing Manager in planning for future goals, plans, and projects; make departmental decisions in the Managers absence |
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Responsible for monitoring, tracking team statistics and performance, coach and counsel where needed |
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Ensure team achieves sales objectives and develop improvement plans; ensure sales quota delivery |
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Responsible for the team’s adherence to approved scripts; handle escalated calls |
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Counsel and advise outbound team daily and as required on ways to improve their performance |
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Assist in training new and existing employees in their job duties |
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Assist in writing procedures for new and existing programs |
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Recruit and select new personnel for the department (in conjunction with HR personnel and Telemarketing Manager) |
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Follows-up and enforces all company policies |
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Maintains a highly motivated work environment through positive input along with ethical and advanced sales and customer service training |
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Provide Telemarketing Manager with ongoing feedback when improper qualification by the telemarketing representative has occurred |
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Continually investigate and introduce process improvement measures and present suggestions to Telemarketing Manager for consideration |
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| Job Requirements: |
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Bachelor’s degree preferably a business- or communication-related major; extensive, directly-related experience may be considered in lieu of education |
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Minimum of 3 years of telemarketing experience with a minimum of 1 year in successfully supervising a telemarketing team |
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Expert level knowledge of telemarketing techniques, systems, policies, and procedures |
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Possess strong planning, problem-solving, and analytical skills |
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Proven ability to develop and produce reports from existing systems, analyze them and make recommendations; must be able to work and produce results under pressure |
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Demonstrated experience in successfully building, managing, motivating, developing and leading a strong telemarketing team; demonstrated exceptional skills in achieving team objectives |
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Demonstrated proficiency in PC applications and all information systems used in the telemarketing company |
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Must be able to foster a positive and productive work environment, with ability to lead, build teams, and motivate staff |
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Possess excellent communication, collaboration and relationship management skills with the proven ability to work in a matrix environment across functional lines |
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Very energetic and enthusiastic |
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