Sale Supervisor (Telesales)

I. General Information

Job Title : Sales Supervisor (Telesales)

Division : Sales

Department : Tele Sales

Location : HCM/HN

Report to : Sales Officer/Sales Manager

No. of subordinates: 20 - 30 Sales

II. Job Summary

Key Accountabilities and Performance Measures Impacted for both In-house teams and 3rd Parties as well.

III. Key Roles & Responsibilities

1. Sales operation planning, management and monitoring:

- Delivery the sales targets

- Manage tele sales agents, field sales agent through team leaders

- Maintain of low attrition rate for agents and team leaders

- Agents and team leaders to be fully equipped, trained along with regular coaching to ensure they are able to do their job and perform as per company standards

- Ensure all the audit requirements are met and follows the policies laid down by the company

- Ensure the changes in the policies are communicated in time to staff

2. People development, training and motivation:

- Recruitment of agents

- Termination of agents on account of non-performance / disciplinary issues

- Implementation of any process which helps improves process efficiency

3. Problem Complexity:

- Routine Problem – Agent not reporting to work, non-adherence of the process by an agent / team leader

- Non routine – Non-cooperation by team leaders, agents on a certain policy/process of the company to adhere to the changed policy, non-delivery of targets, reduction of no of seats Performance measures

- Daily & monthly originations of loans/insurance policies

- Daily & monthly productivity MIS reflecting the calling & conversion metrics

- Monthly Attrition MIS

- Updated training deck to be maintained, daily feedback and coaching diary to be maintained. Finally result to show the effectiveness.

- Satisfactory Audit ratings and visit memo’s

IV. Job Requirements

1. Qualification: Candidate must possess at least a Bachelor Degree

2. Work Experience: Minimum 3-5 years of experience in related field managing teams, preference to be given to candidates who have experience in sales & distribution in banking/finance companies.

- Preferably Managers specializing in Sales – Tele sales/Telemarketing or equivalent

3. Knowledge: Should have basic knowledge of the financial/insurance products.

4. Skills

- Excellent MS-Office skills

- Good communication skills

- Good team player & fast learner

- Good command over English.

5. Attitude

- Proactive

- Trust-worthy

- Positive thinking