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Team Lead-Sales

Team Lead-Sales

Date Posted: 2011-07-13

Call Center Company: Ingram Micro Philippines BPO

Description:
Ingram Micro Philippines BPO is looking for individuals who are qualified for the position of Team Lead-Sales. Successfuly applicants for Team Lead-Sales will have a great career in Ingram Micro Philippines BPO.

Responsibilities:

JOB SUMMARY:

• Responsible for managing the activities performed by the Support Representatives to ensure sales and organizational goals and objectives are achieved
• Responsible for developing and educating the Sales Team on order management, customer service and overall transactional excellence through strong coaching, excellent leadership and strategic planning
• Accountable to grow and maintain customer relationships, exceed transactional targets and ensure SLAs are managed and achieved.


ESSENTIAL FUNCTIONS:

1. Oversees agent order management and administrative responsibilities
Percent of time spent in this area: 55%

• Monitors operational statistics and reporting trends, this includes reports, production statistics and volume projections, and takes appropriate action to ensure customer needs are satisfied and growth targets are met
• Maintains strong working knowledge of Order Entry process, from basic to complex transactions
• Possesses overall transactional excellence
• Accurately, timely and effectively manage Order Processing functions for internal North American Sales Process Owners.
• Proactively and effectively communicates and collaborates with North American Sales/operations managers .
• Resolves problems quickly and brings issues to closure with appropriate corrective action implemented and communication back to both the customer and the internal team member(s).
• Engages with customers both on a formal and informal basis to ensure we are meeting their expectations and service levels appropriately.
• Implements complex core business processes and assists in process improvement initiatives in order to enhance customer satisfaction.
• Manages electronic orders by auditing orders for completion and accuracy
• Use strong judgment and decision making to help associates achieve their daily goals
• Positively reinforce and communicate corporate and divisional goals.

2. Coaching , performance management of agents
Percent of time spent in this area: 25%

• Responsible for proactively developing and coaching direct reports to ensure they are meeting all requirements of their position, advancing their skill sets, and are driving Ingram Micro’s High Performance Culture.
• Participate in call monitoring sessions ensuring representatives are utilizing proper phone etiquette, timeliness, policies and procedures, provide feedback to associates on performance appraisals to associates in a timely fashion
• Handles all disciplinary situations appropriately and in a timely manner. This includes proper documentation of all disciplinary matters.
• Creates and maintains an environment that promotes positive communication within the department and fosters teamwork within the sales organization and all of the company while driving Ingram Micro’s values.
• Provide daily feedback to associates within the team on soft skills and system knowledge, conduct team huddles to discuss expectations, issues and resolutions.

3. Hires and staffs appropriately
Percent of time spent in this area: 10%

• Maintains staffing levels and recruits and staffs personnel in line with our high performance culture
• Ensures acceptable attendance at all sales/vendor training such as lunch and learns, vendor fairs, and internal training sessions when applicable.
• Ensure maximum utilization of manpower and redeploys resources when necessary to ensure transactional requirements and customer relationships exceeds expectations

4. Interfaces effectively with Ingram Micro inter and intra departmental teams
Percent of time spent in this area: 5%

• Manages the performance of the Sales team to ensure strong business relationships are developed with all internal teams and all business dealings are aligned with Ingram Micro sales objectives and strategies.
• Clearly understands the links between the proactive selling resources (inside and field), transactional excellence, customer service, management, and various sales support resources and drives productive partnerships between these groups to ensure organizational goals are met.

5. Process and Systems Improvements
Percent of time spent in this area: 5%

• Develops, recommends, and implements plans, procedures, programs and strategies to enhance performance, service levels and cost structures throughout the sales and order support operations


Requirements:

1. Minimum of 2 years college/university education
2. At least 2 years in a TL/Supervisory role
3. Prior experience in a BPO an asset
4. At least 5+ years functional experience including TL/supervisory experience
5. Proven ability to maintain professional relationships internal/external
6. Proven ability to resolve complex problems with minor direction from Management
7. Excellent verbal and written communication skills

Call Center Directory advises to all job seekers to apply as walk-in applicant for Team Lead-Sales job opening of Ingram Micro Philippines BPO. You can apply at the following Ingram Micro Philippines BPO location(s):

Ingram Micro Mckinley
Ingram Micro Philippines BPO
12/F 3 World Square
Mckinley Hill Taguig
Philippines




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