Outbound Telemarketing Supervisor

Innovative Consultants, L.L.C. or ?IC-LLC? is a provider of contact center solutions for businesses within Financial Services, Insurance, Telecommunications, Technology, Healthcare, Media and more.  IC?s sales, service, collections and marketing solutions are designed to help clients identify, acquire, retain, service, measure and maximize the lifetime value of the customer relationship.  We help clients increase their revenue and reduce expenses by improving the efficiency and/or productivity derived from every customer touch point.  IC works with clients to better manage Customer relationships by developing and delivering Customer care and Customer acquisition programs.  To assist IC, the company maintains experience from a variety of contact center disciplines to better serve the client.

 

Summary: Supervises consultants in selling products and services to customers via telephone by performing duties personally or through subordinate consultants. The Operations Supervisor directly supervises 16-30 customer contact representatives and carries out supervisory responsibilities in accordance with the organization?s policies and applicable laws. The Operations Supervisor?s responsibilities include interviewing, hiring, coaching, and appraising employees. Also, the Operations Supervisor plans, assigns, and directs work as needed to assist the company in reaching goals. The essential Duties and Responsibilities of the Operations Supervisor include the following: (Other duties may be assigned)

 

Duties:

 Appraises performance: rewarding and disciplining employees: addressing complaints and resolving problemsAssists in establishing strategic goals and action plansHelps develop and monitor budget for cost controlSupervises staff training, motivational and incentive programs, and adherence to personal policies and standards.Assists in the development of established script and call-handling strategies.Trains staff in cross-selling and product knowledge and monitors effectiveness.Monitors team?s productivity and quota levels and recommends policy changes or training to improve results.Prepares staff progress and productivity reports.Assists in establishing strategies for effectively managing the dialer and all applicable campaignsHelps motivate team by creating contests and recognition programs within the company budgetSupervises education, motivational and incentive programs, and adherence to personnel policies and standardsAssists in continuous coaching on sales technique, quality and product knowledge and monitors effectivenessIssues feedback from blind and side-by-side listening sessions to consultants in a timely and effective mannerEmployee Terminations- The Performance Management Guidelines for Minimum Standard Management (Termination Procedures) are as follows:

1.  Coaching- coaching must be documented- how, when, and the end result.

2.  Performance- the employee performance must be documented over the period of time.

3.  Warnings- all warnings must be in writing they should be discussed with the employee and include the reason for the warning and when the warning was given.

4.  Final Discharge- the final discharge documents should include how, when and why the discharge took place.

 

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Education and/or Experience: Associates or Bachelors degree in Business, Management Information Systems, Marketing, Communications or equivalent combination of education and experience.

Language SkillsAbility to read and comprehend simple instructions, short correspondence, and memos Ability to write simple correspondence Ability to effectively present information in one-on-one and small group situations

Reasoning AbilityAbility to solve practical problems and deal with a variety of concrete variables in situations where only limited standardizations exists  Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

 

Computer Skills: To perform this job successfully, an individual should have knowledge of Contact Management systems; Database software; Development software; Spreadsheet software and Word Processing software.