- Managing the daily operation of the call center to meet sales targets and in line with the Company's objectives and strategies.
- Create procedures/policies for sales team to ensure target achievement;
- Setting KPIs for team to reach the targets;
- Create propriate call scripts/sales promotions to attract customers for selling;
- Analyzing sales data to improve processes and ensure resources are properly allocated,maximize efficiency and customer satisfaction;
- Monitoring random calls to improve quality, minimize errors and track operation performance;
• Ensuring all relevant communications and data are updated and recorded;
• Reviewing the performance of staff, identifying coaching needs and planning coaching sessions
• Handling the most complex customer complaints or enquiries;
• Supporting subordinates to solve difficult issues and giving suitable directions;
• Proposing staff changes in assigned areas, including the hiring, promotion, demotion, and vacations, leaves of absence and release of staff;
• Evaluating staffs on KPIs in end year and creating new KPIs for next year;
• Preparing reports on sales daily;
• Motivating and retaining staff