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Telemarketing Manager

SpotOn Connections Full-Time  Tas-Sliema, Malta 10 Jul 2018

Job Description


TELEMARKETING MANAGER
Malta

JOB DESCRIPTION: 

Supervise and lead the in-house Telemarketing team, responsible for the daily running and management of the call centre through the effective use of resources. Ensure that calls and emails are answered by staff within agreed time scales and in accordance with company policy.

Manage the call centre leads effectively and issue accurate and regular performance reports re lead quality and call centre performance across all fly buy programs. Create reports, test, train and deploy to each Fly buy Program Manager, enabling each department to forecast, plan and carry out detailed reporting independently.

MAIN DUTIES:

  • Support the Head of Call Centre Operations to ensure that each telemarketer agent has the support and training necessary to achieve their individual KPIs.
  • Ensure the Agents are gathering and inputting the necessary information effectively.
  • Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues.
  • Monitoring calls to improve quality, minimise errors and track performance.
  • Liaising with Sales and Marketing with regards to lead quality, conversion and efficiency.
  • Reviewing the performance of staff, identifying training needs and planning training sessions.
  • Recording statistics, performance levels of the call centre across all fly buy programs and preparing reports.
  • Ensure all leads acquired are stored properly in the correct campaign depending on their quality, contact level etc. in according with company policy.
  • Prepare re-run data for recycled campaigns.
  • Prepare accurate reports on the quality of leads acquired.
  • Prepare exceptional reports on request.
  • Coordinate commissions, upgrades and incentive schemes with Accounts.
  • Assist with the further implementation of the CRM and Reservations’ Module.
  • Maintaining open lines of communication with IT and technical support.

REQUIREMENTS:

  • Strong telemarketing background.
  • Extensive experience in telemarketing is required
  • Exceptional interpersonal, communication & problem-solving skills
  • Self-motivated, ultra-positive, ethical & ambitious with a will to succeed
  • Must be fluent in written and spoken English
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