Senior Advisor-Call Centre Sales

About This Role:

As a Senior Agent, you are expected to support chat groups to ensure team members receive accurate instruction to support the customer sales in an efficient manner.

You will also act as a point of contact and escalation for your team in your team leaders absence, example covering annual leave.

This role requires flexibility; you must be prepared to undertake all elements of the Call Centre advisor while also acting as a support mechanism to other agents to improve quality, product knowledge, overall sales and overall cease rate through coaching and support, increasing operational productivity along with other operational KPI’s. 

Expectations From The Role:

What is expected from this role?

• Monitor the sales team chat groups 
• Act as a point of escalation within the team
• Take incoming calls when required and set an example to all agents of what we are looking for from our agents
• Identify and assess customers’ needs to complete sale or retain and re-contract
• Build sustainable relationships and trust with team members through open and interactive communication
• Work closely with the training team and management team to ensure effective agent coaching programmes are put in place to deliver the highest level of quality to ensure delivery of organisational KPI
• Collaborate with quality team to identify and agree quality management standards to which each team within eir should operate 
• Liaise with Quality team and key stakeholders to learn and implement best practices and to drive continuous performance improvements
• Act as an escalation point for caller queries as and when required in a positive, professional and expeditious fashion
• Assisting in the training of New-hire classes
• Contributes to the overall team performance 
• Act as a role model to the team in areas such as positive competency demonstration, policy and process adherence and the promotion of eir’s values
• Support business growth by generating sales leads, add value through cross sell /up sell and retaining customers through delivery of positive customer experience at every opportunity.
• Responsible for identifying process gaps and initiating a change to the benefit of both the customer & company.

Requirements For A Successful Application:

· Min 6 months experience working in a Call Centre environment with a track record of achieving targets

· Clean attendance record 

· Target driven

· Ability to coach and influence others

· Excellent communication skills, 

· Proven profiling and upselling skills

· PC literate in Microsoft applications and Google sheets

· Strong phone contact handling skills and active listening

· Ability to multi-task, prioritize and manage time effectively

Others:

Business Competencies 

· Sales focused

· Objection solving ability

· Target Driven

· Results focused 

· Root cause analysis 

· Coaching 

People Competencies

· Excellent Oral & written communication 

· Persuasive speaking skills

· Empathy

· Patience

· Time management

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