Nigerian Breweries Plc Recruitment for Telesales Supervisor

Nigerian Breweries Plc - We are the foremost brewing company in Nigeria, passionate about winning with Nigeria and marketing high-quality brands.

We are recruiting to fill the position below:

Job Position: Telesales Supervisor
Job Location: Nigeria

Description

• The Telesales Supervisors would work with the Contact Centre Lead (CCL) & the Contact Centre Manager to manage the day-to-day operation at the Contact Centre.
• He / She supervises a team of Telesales Agent calling on customers as assigned; sell NB products to them and follow up to ensure those products are delivered satisfactorily.

Responsibilities

• To assist in coordinating the day-to-day running of and the activities of team of Telesales Representatives / Agents at the Contact Centre – the Telesales activities of selling and Customer problem-solving.
• Perform training, coaching, and leading Telesales representatives and as they provide support for customers.
• To drive achievement of service and sales targets, SLA’s and KPIs at the Centre continually. 
• To ensure use of Telephone to achieving effective coverage to the assigned outlets and to sell all NB products to them, thereby increasing NB coverage of the market and achieve customer-centric objectives.
• Guide Telesales representatives through difficult calls or issues, diffusing angry customers, and handling issues that cannot be fielded by telesales representatives
• Daily steering the frontline (STF) meeting by leading team meetings, develop presentations and talks to motivate and educate telesales representatives and supervisors.
• Work with the Contact Center Manager in identifying trends and establishing call center goals.
• Present reports and analyzing contact center data to improve processes and performance.
• Consistently evaluate the performance of telesales representatives, ensure discipline and corrective actions where necessary 
• Taking on other tasks or projects to support employees, other managers, and call center operations.
• Provide leadership for telesales Agents by actively engaging and supporting them to ensure better performance
• Work with Contact Centre Manager to implement Change Programs and Projects which impact the contact centre
• Work with Contact Centre Manager to carry out regular evaluation /assessment and develop a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are develop effectively.
• Identifying and instilling best practice, processes, systems and recommend continuous improvement idea for the centre.
• Regularly Reports weekly team activities to Contact Centre Manager. 
• Assist CCM in coordinating set up and ensuring that all tools in use for working such as Quick Drinks (QD) are readily available and functioning at all times.
• Regular follow-through on all sales order generated by TSRs for prompt delivery to customers.
• Constantly liaising with respective Field Sales Team (STL, ASM, Fulfilment Agents to ensure all other created by the Agents are fulfilled timely and in-full (OTIF).
• Preparing and updating effective daily call plan for TSRs for a productive customer relationship management.
• Work closely with the various sales area team to ensure that customers are happy and satisfied at all times by providing prompt feedbacks from customers with a view to proffering solutions to their challenges.
• Monitor all calls to ensure that due process and quality standards are adhered to and intervene / correct TSR where necessary.
• Submit regular reports to management and seek new ideas and strategies to improve performance at the center

Requirements

• First Class Degree in any discipline.
• Minimum of 2 years’ experience in a call centre.
• Good knowledge of the art of selling via Telephoning, Sales processes, operations and controls
• Good presentation and communication skills.
• Fluent in English & more than one local language(s) needed for interaction (Presentation, reading, written, spoken)
• Previous experience in a Standard Contact Centre with similar Objectives (Outbound / Inbound & Customer Service.
• Experience with the use of Microsoft Office packages.