Position: Telesales Supervisor
Location: Farmers Branch, TX (on-site)
Reporting to: Director of Lead Generation
Compensation: $50k-$68k per year
Work Schedule: Mon - Fri | 8 am to 5 pm
Gather Resources is looking for an influential Telesales Supervisor to be responsible for motivating, coaching, and developing a team of Telesales Representatives, for their client in the Merchant Services Industry. Lead by example with optimism and enthusiasm, to ensure your team meets and exceeds sales production expectations for the company’s Direct, B2B, and eCommerce channels.
The Telesales Supervisor will also promote and develop a professional sales force, by driving efficiency and effectiveness to meet and exceed sales goals.
Role & Responsibilities:
Manage, coach, mentor, and develop new and existing representative
Ensure and maintain a team focus on proactive activities, including phone calls and talk time, while utilizing value and solution-based selling philosophies
Train and motivate team members to complete training and development programs aimed at increasing the understanding and knowledge of products and rebuttals
Maintain quality, production, and assigned headcount
Participate in ongoing training and development to obtain expert-level knowledge of company products, services, scripts, rebuttals, and systems
Evaluate the team’s daily performance and conduct side-by-side and office coaching sessions
Proactively provide feedback and offer suggestions regarding process improvements and updates to materials for training and ongoing development
Obtain and analyze reports to maintain quality team performance and ensure goals are met
Prepare production reports for management meetings.
Conduct daily team meetings to promote activities regarding the preparation of products and services and the previous day's performance; role-play scenarios to improve scripting.
Prepare and maintain action plans to ensure adherence
Confer with the management team to implement new methods and procedures to increase performance
Proactively provide feedback and offer suggestions regarding process improvements and updates to materials for training
Monitor the team’s daily performance by using data from system reports to ensure goals are met
Assist the Installation team with production by taking over phone calls during side-by-side coaching sessions
Handle and resolve customer complaints as needed
Prepare production reports for management meetings
Coordinate daily team meetings while promoting activities, such as preparing product and service topics, previous days’ performance, and executing role-playing scenarios to improve scripting
Communicate any deficiency of performance or violations of all Sales policies and procedures to the direct manager.
Administer written warnings to employees for policy and procedure violations
Organize, plan, and prioritize work as appropriate.
Skills, Attributes, & Experience:
A high school diploma or equivalent previous related work experience required
Telesales Management experience required
Knowledge of merchant and bank products/services and/or payment sales experience
Possess outstanding sales, business development, and negotiating skills
Success through proven performance in leading a customer-centered team
Possess a strong desire to exceed expectations and quotas
Highly motivated to succeed in a performance-driven environment
Excellent customer service and organization skills
Effective communication and interpersonal skills
Ability to maintain confidentiality
Experience in Microsoft Office applications with Excel, Word, and Outlook proficiency
Ability to multitask in a fast-paced environment
Perks & Benefits:
Health, Dental, Vision, Life Insurance
Short-Term/Long-Term Disability
Optional Health Savings Accounts
401(k) with company match
Generous paid time off and 12 paid company holidays