Telesales Supervisor - Transpharm Pretoria

Purpose of the Job

To set sales targets, implement sales strategies, monitor performance, and address customer complaints while managing and training the telesales team. The individual will manage and monitor call center metrics and ensure that departmental objectives are met.

Job Objectives

• Provide leadership for Telesales Clerks by actively engaging and supporting them to ensure better performance.
• Work with the Call Centre Manager to implement change programs and projects which impact the contact centre positively.
• To drive achievement of service and sales targets, SLA’s and KPIs at the Centre continually.
• To guide Telesales Clerks through difficult calls or issues, diffusing angry customers, and handling issues that cannot be fielded by Telesales Clerks.
• Consistently evaluate the performance of telesales clerks, ensure discipline and corrective actions are taken where necessary.
• Monitor all calls to ensure that due process and quality standards are adhered to.
• Assist with taking inbound calls and customer queries when necessary.
• Compile a monthly report on Quality Assurance for the Call Center Manager.
• Present reports and analyzing contact center data to improve processes and performance.
• Implement and promote sales strategies through effective training and motivation.
• Ensure proper scheduling, work allocation, workflow management and deployment of resources.
• Manage administration of leave, attendance and timekeeping.
• Build and maintain customer service and relationship building.
• Mentor newly appointed Telesales Clerks to facilitate a smooth transition into the job.
• Perform any other reasonable ad hoc supervisory duties.

Qualifications

Essential

• Grade 12 qualification

Desirable

• Qualified Post Basic Pharmacist Assistant qualification

Experience

Essential

• A minimum of two years' experience working in a call center

Knowledge and Skills

Essential

• Strong managerial and sales skills
• Ability to work well under pressure
• Strong organizational skills
• Excellent verbal and written communication skills
• Bilingual, preferably fluent in English and Afrikaans
• Proficient computer skills (MS Office)
• Outstanding negotiation skills with the ability to resolve issues and address complaints

Desirable

• Pharmaceutical product knowledge