The key purpose of this role is to
· Achieve sales objectives through leading and managing a team of sales consultants, including a team leader, meeting and exceeding team targets and KPI’s.
· Provide customers with excellent experience of by leading, developing and coaching the team.
· Cooperate on the recruitment and training of new sales and customer care staff in Boston.
There are two key areas of responsibility:
1. To achieve sales objectives through:
· The day-to-day management and leadership of the sales team
· Measures to assess sales effectiveness and efficiency will include Leads, conversion rate, average week per sale, cancellation rate and productivity KPIs.
· Meet and lead results through change with the rest of stakeholders: Marketing, Customer Care, Operations, HR
2. To deliver excellent customer service through developing, coaching and managing a team that:
· Applies a need-based approach to selling. Selecting the right course to meet the customer’s requirements. Consultative selling.
· Provide daily, weekly monthly reports to check and provide support with sales and productivity KPIs.
· Deliver regular call monitor activities and deliver a minimum of 1 call session per week per consultant.
· Developing team members in line with their personal development plan
· Leading from the front – setting an example through excellent communication skills, positive approach, and consistent performance
· Developing a high performance and fun team culture
· Planning schedules or shift patterns
· Ensuring credit control functions are adhered to as per procedure
· Ensuring HR guidelines are set are adhered to in a fair and consistent manner
· Conducting counselling and disciplinary hearings
· Conducting sales advisory interviewing and selection
· Taking accountability for the team’s performance and morale
· Managing your own performance and personal development with your line manager
· Identifying/anticipating problems early and taking swift corrective action; alerting senior management where appropriate to any trends and issues that could affect the team performance and working with them to address the issues
· Providing an efficient and flexible response to operational issues to maintain service levels and ensure customer satisfaction
· Actively put forward ideas and recommendations to continuously improve customer experience and business performance
· Regular reports in Excel & Word summarizing performance against key KPIs with recommendations to address any performance gaps
Requirements
Minimum Qualifications
· Bachelor’s degree or acceptable experience in lieu of education: two years of experience for every year of formal education required
· Strong written and verbal communication skills
· Ability to work independently and promote a positive work environment
· Excellent organizational skills and the ability to solve problems and meet deadlines
· Commitment to excellence in customer service
· Computer literacy and data entry skills
· Must be legally authorized to work in Colombia
Desirable Skills/Attributes
Skills:
· Significant experience of leading a sales team environment with proven results
· Excellent people management, communication and presentation skills
· Analytical and problem-solving skills
· Competent computer skills – Word, Excel and PowerPoint
· Strong organization and time management skills
· Fluent in English and other language (preferred)
Attributes
· Results oriented. Proven track record of leading teams to deliver sales quota
· Takes accountability and responsibility for team performance
· Quick learner. Quick to pick up and apply knowledge
· Resilient. Can quickly bounce back from setbacks. Keeps positive and maintains focus on the end goal.
· Adaptable and flexible. Can cope well with change
· Efficient and organized
· Trustworthy, dependable and reliable
· Flexible approach to working, including shift working
Customer Care
· Customer driven
· Build rapport quickly. Friendly and professional telephone manners
· Provides solutions based on identification and understanding of customer needs
· Takes ownership and accountability through to resolution
· Treat every customer with care and consideration irrespective of a sale or inquiry
Culture
· Builds a success culture within the team that is recognized in the industry as leading the way in customer service excellence
· Leads from the front – demonstrates by doing
· Actively puts forward ideas and recommendations to continuously improve the customer experience or business performance
· Passionate about product offering
· Displays a positive, can-do attitude