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Telesales Supervisor

Company: DS Services of America, Inc.
Location: Lakeland
Posted on: July 12, 2019

Job Description:

Overview of the Telesales Supervisor:

The Telesales Supervisor is responsible for the daily supervision of Telesales Agents. He/She is responsible for hiring, motivating, coaching, counseling, training and problem solving within the Telesales department. This position assists management with the development, analyses and implementation of staffing, training, scheduling and reward/recognition programs.



Responsibilities:


* Recruits Telesales talent.
* Defines and implements appropriate procedures and incentives to achieve departmental goals.
* Participates in the establishment of quotas as it relates to New Customer Orders to ensure objectives are met.
* Contributes to the continued growth of the company through consistently achieving team quotas.
* Drives daily activity of representatives on inbound and outbound calls.
* Establishes and reports on metrics to measure performance; corrects deficiencies where necessary.
* Maintains and promotes a successful and positive team atmosphere and work environment.
* Coaches and mentors members of Telesales team with focus on product and services knowledge.
* Maximizes use or resources within the department and other areas of the business.
* Supervises administrative functions.
* Monitors and addresses performance of employees in the areas of work rules, policies, procedures, and behavioral competencies.
* Other functions as assigned.



CORE COMPETENCIES -- The core competencies reflect the knowledge, skills and abilities required for incumbents to be successful in their areas of responsibility. The scope of each competency may not be fully inclusive and may vary based on the overall job responsibilities.


* Vision/Values -- Supports values and daily actions and decision, communicates vision and values to others, generates enthusiasm, incorporates vision when planning.
* Customer focus - Builds customer confidence, is committed to increasing customer satisfaction, sets achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, solicits opinions and ideas from customers.
* Team Leadership -- Anticipates and resolves conflicts, turns team diversity into an advantage, uses unique team talents, defines processes and goals, works for consensus.
* Budget/Cost control -- Plans for and uses resources efficiently, always looks for ways to reduce costs, creates accurate and realistic budgets, tracks and adjusts budgets, contributes to budget planning.
* Managing conflict -- Listens well, diffuses conflict before it starts; finds causes of and solutions to problems, handles difficult people.
* Hiring -- Defines position requirements and necessary skills, recruits large applicant pool, prepares for and conducts good interviews, values both experience and potential, selects appropriate candidates, builds teams with complementary skills, promotes diversity.
* Communication - Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, has good listening skills.
* Creativity/Innovation - Generates new ideas, challenges the status quo, takes risks, supports change, encourages innovation, solves problems creatively.
* Decision making/ Judgment - Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues, makes timely decisions, can make difficult decisions, uses consensus when possible, communicates decisions.
* Manages Performance - Applies clear/consistent performance standards, handles performance problems decisively and objectively, is direct but tactful; provides guidance and assistance to improve performance.
* Attention to detail - Balances details and the 'big picture'; adapts the level of detail required for a given audience; completes work with thoroughness; maintains records and information in an organized manner; audits available information for inconsistencies; maintains documentation that support the completion of work and retention of details/decisions.
* Solicits and gathers information - Demonstrates a working knowledge of techniques for soliciting and gathering information; identifies appropriate sources of information.





Requirements:

Minimum Required:


* Education: High school diploma or equivalent
* At least one (1) year of call center supervision experience required
* At least one (1) year of call center sales experience

Preferred:


* Associates degree.
* At least two (2) years of call center supervision experience

Bi-lingual (English/ Spanish).


* Proficient in the use of Microsoft Office applications including: Word, Excel, and Outlook.
* Knowledge of call center applications/tools including: IVR, ACD, Quality monitoring, workforce mgmt., CRM.
* Adobe Suite software (Dreamweaver)



Who We Are

DS Services is a national direct-to-consumer provider of bottled water, office coffee and water filtration services. DS Services offers a comprehensive portfolio of beverage products, equipment and supplies to approximately 1.5 million customers through its network of over 210 sales and distribution facilities and daily operation of over 2,100 routes. With one of the broadest distribution networks in the country, DS Services can provide service to approximately 90 percent of U.S. households and efficiently services homes and national, regional and local offices. DS Services is dedicated to achieving its mission of becoming America's favorite water, coffee and tea service provider where consumers live, work and play. Please visit our website www.water.com for more information about DS Services.





Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Keywords: DS Services of America, Inc., Lakeland , Telesales Supervisor, Other , Lakeland, Florida

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