Contact Center Sales and Service Manager (LP-04194)

Description

• Hire, train, and develop inbound sales and chat service agents.
• Set clear performance expectations and provide ongoing coaching and feedback.
• Foster a high-performance culture focused on achieving sales targets and delivering excellent customer service.
• Monitor, evaluate, and provide feedback on agent interactions meeting the company standard set forth by qualify assurance guidelines.
• Answer representative questions, guide them through difficult interactions or issues that arise on phone calls or through the chat utility.
• Diffuse angry customers, or handle issues that cannot be fielded by representative.
• Monitor and drive inbound calls and chat sales performance to meet or exceed revenue goals.
• Ensure service interactions are handled efficiently and in alignment with brand standards.
• Analyze trends to identify upselling and cross-selling opportunities.
• Develop and implement strategies to optimize workflows, reduce call/chat handling time, and enhance efficiency.
• Track and manage key metrics such as conversion rates, customer satisfaction scores (CSAT), and service level agreements (SLAs).
• Manage staffing schedules to ensure appropriate coverage for peak times.
• 4. Reporting and Analytics
• Prepare regular reports on sales performance, service levels, and team productivity for senior management.
• Use data insights to identify improvement areas and recommend actionable solutions.
• Track agent attendance, performance, and report irregularities to upper management.
• Assure that agents understand, read, and adhere to all company policies an training requirements.
• Be aware of agent status always through the visual monitoring of Agent Manager and Instant Messaging Tools.
• Drive a customer-first approach by ensuring all interactions are professional, solution-focused, and aligned with the company’s values.
• Work closely with marketing, product, and operations teams to align on campaigns, promotions, and product updates.
• Communicate effectively with leadership to share successes, challenges, and proposed solutions.
• Performs other duties as assigned 

• Bachelor’s degree in Business Administration, Sales, or a related field (preferred).
• 3–5 years of experience in contact center management, including sales and service.
• Proven track record of meeting sales goals and improving customer satisfaction.
• Strong leadership, coaching, and team-building skills.
• Computer literate, proficient in CRM software, contact center platforms, and reporting tools.
• Excellent analytical, problem-solving, and decision-making abilities.
• Outstanding verbal and written communication skills.
• Excellent interpersonal problem solving and leadership skills
• Ability to stay calm in stressful situations.
• Strong grasp on the company’s products, services and customer service policies.

• Results-driven mindset with a focus on KPIs.
• Ability to handle multiple priorities in a fast-paced environment.
• Strong customer-centric approach with a sales focus.

• Must maintain a dedicated business class internet connection.
• Cable connection is required and must be high speed business class internet.
• If available, request a dynamic modem for cable.
• Speeds of at least 15 MBS down/5 MBS up are required.
• Cable modem or DSL router must be provided by carrier.
• Cable modem must be set up in bridge mode.
• DSL router firewall must be disabled.
• Wi-Fi, firewall and ALG must be disabled from the dedicated business class internet connection.

• Modem
• Wyse terminal (computer)
• Monitor
• Phone and headset
• Other miscellaneous equipment