Telesales Supervisor - Manila

Job Description

About the job

This role requires strong leadership, customer-centric approaches, and the ability to analyze and improve processes, ensuring alignment with the company's sales goals and customer satisfaction objectives.

Key Responsibilities:

• Team Leadership & Supervision:
• Lead, mentor, and manage a team of VIP Outbound Telesales Retention Specialists.
• Provide ongoing training, coaching, and development to ensure team members apply sales techniques and meet performance targets.
• Monitor individual and team performance, providing feedback and implementing strategies for improvement.
• Customer Retention Strategy:
• Develop and implement customer retention strategies to ensure consistent VIP customer satisfaction and loyalty.
• Monitor customer feedback, identify trends, and recommend improvements to the retention process.
• Ensure the team adheres to retention integrity practices and quality expectations set by the company.
• Performance & Sales Management:
• Drive revenue growth by ensuring the team maximizes upselling opportunities, offering product upgrades, and introducing new features.
• Track and report on key retention and sales metrics, including average spend per customer, customer satisfaction, and retention rates.
• Collaborate with management to set sales targets and ensure they are met or exceeded by the team.
• Customer Engagement:
• Ensure that all customer interactions are accurately documented in CRM systems, maintaining consistency and transparency in engagement.
• Support the team in creating positive customer experiences that reinforce brand loyalty and high levels of satisfaction.
• Handle escalated customer issues and provide solutions that enhance customer retention and satisfaction.
• Operational Efficiency:
• Ensure compliance with company policies and procedures, including data confidentiality and customer service standards.
• Analyze customer data and team performance to identify opportunities for operational improvement.
• Collaborate with other departments, such as product development and marketing, to align customer retention strategies with broader business goals.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, or a related field (preferred).
• 3-4 years of experience in a sales-driven retention role, ideally in a supervisory or leadership capacity.
• Proven track record of success in customer retention, account management, or sales, particularly in outbound telesales setups.
• Strong communication skills, both written and verbal, with the ability to manage customer relationships and resolve conflicts.
• Experience with Customer Relationship Management (CRM) software and other sales tools.
• Analytical mindset with the ability to assess customer data, interpret trends, and provide actionable insights.
• Ability to empathize with customers and understand their needs to deliver effective solutions.
• Strong leadership skills with the ability to inspire and motivate a team to meet or exceed targets.
• Knowledge of industry and market trends related to customer retention and sales.

Skills:

• Retention Strategy Development
• Team Leadership & Management
• Customer Needs Assessment & Issue Resolution
• Sales Performance & Metrics Tracking
• CRM Software Proficiency
• Analytical & Problem-Solving Skills
• Adaptability and Resilience in a Dynamic Environment

Pay: Up to Php65,000.00 per month

Schedule:

• 8 hour shift

Supplemental Pay:

• 13th month salary
• Performance bonus
• Quarterly bonus

Application Question(s):

• How much is your expected salary
• Notice period

Experience:

• Telesales Supervisor: 3 years (Required)