Position Description:

•Telesales (Inbound/Outbound) work is typically performed in a call center environment and focuses on:

• Minimal inbound customer service (logging requests, activating accounts, setting up service appointment times, etc.; transferring issues for resolution to customer service reps)

Primary focus is selling Inbound work includes:

Responding to customer-initiated calls to activate a service, request a product/service change, schedule an installation or repair, or resolve a product/service or billing issue.

Selling targeted products/services as part of the customer initiated interaction Outbound work includes: Initiating calls to potential customers from a list of provided leads. Leads on the list are:

• Existing customers targeted for cross/up-sell
• Prior customers.
• Potential new customers.

Experienced Specialist in one discipline with a thorough understanding of related disciplines. Will most often drive the development of new solutions for programs, complex projects, processes or activities. Serves as the final decision-maker in the area, coaching, mentoring, and training others in the area of expertise.

Ensures the implementation of short to medium term activities within the business area OR support sub-function in the context of the strategy for the department.  

Ensures appropriate policies, processes & standards are developed and implemented to support short to medium term tactical direction. Leads a team of Specialists, sometimes with several hierarchical levels, with full employee lifecycle responsibility.

Qualifications :

• 2–3 years of experience as an Operations Manager (OM) or Senior Operations Manager (SOM) managing an Outbound (OB) Sales account within a BPO/contact center environment.
• Experienced Specialist in one specialized discipline as well as having a thorough understanding of related disciplines. Will most often be a driving force behind the development of new solutions for programs, complex projects, processes or activities. 
• Serves as final decision/opinion maker in the area, coaches, mentors and trains others on the area of expertise.
• Ensures the implementation of short- to medium-term activities within the business area or supports the sub-function within the department’s strategy. 
• Ensures appropriate policies, processes, and standards are developed and implemented to support short- to medium-term tactical direction. Leads a team of specialists, sometimes across several hierarchical levels, with full employee lifecycle responsibility.