Call Center Sales Manager

Why join us?

At Skyjumper, we are now the largest chain of trampoline parks across India, successfully running since 2017. In six years, we have expanded our presence to ten different cities within the country.

Looking ahead, the company has ambitious plans for 10X profitable growth within the next 4 years.

While on the path of profitable super-growth, we are committed to growing our people with us. We are also committed to our core value of an inclusive environment in which everyone is respected and treated fairly. With the company’s core values and highly competent and professional leadership, the opportunities to learn and grow for a talented individual will be numerous.

Job Summary

The call center manager oversees all affairs of the call center, driving various programs and people to align with the vision of the company.

· Provides day-to-day leadership pertaining to business processes, staffing, training, sales, scheduling, and processes.

· Standardizes and continuously improves processes, methodologies, and execution practices to ensure stability and consistent growth of the program.

· Ensures the service provided meets or exceeds expectations in the KPIs (both outbound and inbound)

Key Accountabilities

1. Managing team: Leading and supervising a team of customer service/sales representatives within the call center.

2. Setting targets: Establishing sales targets and performance metrics for the team to meet or exceed.

3. Customer interaction: Handling escalated customer inquiries and resolving issues when necessary.

4. Process improvement: Identifying and implementing process improvements to enhance the efficiency and effectiveness of the call center’s sales operations.

5. Training and coaching: Providing training, guidance, and coaching to improve the team's sales skills and product knowledge.

6. Monitoring performance: Tracking and evaluating individual and team performance, providing feedback, and implementing improvement strategies.

7. Reporting: Preparing and presenting regular sales reports and forecasts to senior management.

8. Recruitment: Participating in the recruitment and onboarding of new sales team members.

Education

University or bachelor’s degree; Advanced degree or MBA preferred.

Experience

· Prior contact center selling experience including multiple, diverse sets of selling and servicing responsibilities.

· Typically, 3+ years of experience as referenced above.

Skills & Proficiencies

· Has excellent time management skills and communication skills.

· Is the go-to expert for call centre-related processes.

· Strong high-level customer management relationship building.

· Proven ability to drive the sales process from plan to closure.

· Excellent mentoring, coaching, and people management skills.

· Creative and Analytical Mindset.

· Performance monitoring Mastery