Nigerian Breweries Plc Recruitment for a Telesales Supervisor

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Nigerian Breweries Plc Recruitment for a Telesales Supervisor – Nigerian Breweries recruitment is open for all interested and Nigerian Breweries Plc – We are the foremost brewing company in Nigeria, passionate about winning with Nigeria and marketing high-quality brands.

Nigerian Breweries Plc Recruitment for a Telesales Supervisor

Job Title: Telesales Supervisor
Location: Nigeria

Description

The Telesales Supervisors would work with the Contact Centre Lead (CCL) & the Contact Centre Manager to manage the day-to-day operation at the Contact Centre.
He / She supervises a team of Telesales Agent calling on customers as assigned; sell NB products to them and follow up to ensure those products are delivered satisfactorily.

Responsibilities

To assist in coordinating the day-to-day running of and the activities of team of Telesales Representatives / Agents at the Contact Centre – the Telesales activities of selling and Customer problem-solving.
Perform training, coaching, and leading Telesales representatives and as they provide support for customers.
Work with the Contact Center Manager in identifying trends and establishing call center goals.
Present reports and analyzing contact center data to improve processes and performance.
Consistently evaluate the performance of telesales representatives, ensure discipline and corrective actions where necessary
Taking on other tasks or projects to support employees, other managers, and call center operations.
Provide leadership for telesales Agents by actively engaging and supporting them to ensure better performance
Work with Contact Centre Manager to implement Change Programs and Projects which impact the contact centre
To drive achievement of service and sales targets, SLA’s and KPIs at the Centre continually.
To ensure use of Telephone to achieving effective coverage to the assigned outlets and to sell all NB products to them, thereby increasing NB coverage of the market and achieve customer-centric objectives.
Guide Telesales representatives through difficult calls or issues, diffusing angry customers, and handling issues that cannot be fielded by telesales representatives
Daily steering the frontline (STF) meeting by leading team meetings, develop presentations and talks to motivate and educate telesales representatives and supervisors.
Work with Contact Centre Manager to carry out regular evaluation /assessment and develop a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are develop effectively.
Preparing and updating effective daily call plan for TSRs for a productive customer relationship management.
Work closely with the various sales area team to ensure that customers are happy and satisfied at all times by providing prompt feedbacks from customers with a view to proffering solutions to their challenges.
Monitor all calls to ensure that due process and quality standards are adhered to and intervene / correct TSR where necessary.
Submit regular reports to management and seek new ideas and strategies to improve performance at the center
Identifying and instilling best practice, processes, systems and recommend continuous improvement idea for the centre.
Regularly Reports weekly team activities to Contact Centre Manager.
Assist CCM in coordinating set up and ensuring that all tools in use for working such as Quick Drinks (QD) are readily available and functioning at all times.
Regular follow-through on all sales order generated by TSRs for prompt delivery to customers.
Constantly liaising with respective Field Sales Team (STL, ASM, Fulfilment Agents to ensure all other created by the Agents are fulfilled timely and in-full (OTIF).

Requirements

First Class Degree in any discipline.
Fluent in English & more than one local language(s) needed for interaction (Presentation, reading, written, spoken)
Previous experience in a Standard Contact Centre with similar Objectives (Outbound / Inbound & Customer Service.
Experience with the use of Microsoft Office packages.
Minimum of 2 years’ experience in a call centre.
Good knowledge of the art of selling via Telephoning, Sales processes, operations and controls
Good presentation and communication skills.