RPP - Team Lead

Contact Centre Assistant Manager

Location: Head office

Job Summary: We are seeking a dynamic and motivated Contact Centre Assistant Manager to join our team and lead our Contact Centre Sales Specialists. The ideal candidate will have a strong background in sales, excellent leadership skills, and a passion for driving results in the telecommunications industry. The Contact Centre Assistant Manager will be responsible for managing a team of Outbound Sales Specialists, ensuring they meet sales targets, provide exceptional customer service, and uphold the standards of the Contact Centre program.

Responsibilities:

• Team Leadership:

• Lead, coach, and motivate a team of Contact Centre Sales Specialists to achieve individual and team sales targets.

• Provide ongoing training, guidance, and support to enhance the team's sales skills and product knowledge.

• Foster a positive team environment that encourages collaboration, innovation, and continuous improvement.

• Sales Management:

• Assist Sales Specialists with complex sales situations, customer escalations, and inquiries to ensure timely resolution.

• Review and approve sales quotes, proposals, and contracts in accordance with company policies.

• Customer Relationship Management:

• Handle escalated customer issues and inquiries promptly, ensuring a high level of customer satisfaction.

• Operational Support:

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• Monitor inventory levels and collaborate with relevant departments to address inventory issues.

• Coordinate with logistics and shipping teams to ensure timely delivery of products and services.

• Identify and implement process improvements to streamline operations and enhance efficiency.

• Administrative Duties:

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• Keep accurate records of sales activities, customer interactions, and team performance in the CRM system.

• Generate regular reports on team performance, sales trends, and customer feedback for management review.

• Handle administrative tasks related to scheduling, training support, and Contact Centre program coordination.

Requirements:

• Bachelor’s degree in business administration, Sales, Marketing, or a related field (preferred).

• Proven experience in sales leadership, preferably in the telecommunications industry.

• Demonstrated success in meeting or exceeding sales targets and KPIs.

• Strong leadership skills with the ability to inspire and motivate a team.

• Excellent communication, interpersonal, and negotiation skills.

• Proficiency in OneView, RQ, CRM software and the Microsoft Office suite.

• Ability to work independently and as part of a team in a fast-paced environment.

• Flexibility to work evenings and weekends as required.