Job Overview:
We are seeking an experienced and dynamic Sales Manager to lead our live chat team. The ideal candidate will be responsible for managing a team of live chat agents, ensuring exceptional customer service that drives increased retention rates and customer satisfaction. This role requires a leader who can identify and maximize sales opportunities, ensure seamless customer bookings, and leverage data and analytics to drive performance. The Sales Manager will also focus on team engagement, recruiting top talent, and implementing strategies that contribute to the overall success of the business.
Key Responsibilities:
Team Leadership & Development:
Lead, mentor, and manage a team of live chat sales agents, fostering a culture of engagement, collaboration, and high performance. Conduct regular one-on-one meetings, performance evaluations, and goal-setting sessions with team members to support their growth and success.
Focus on people engagement by creating an inclusive and motivating work environment that encourages team members to excel. Sales Strategy & Execution:
Develop and implement strategies to increase customer retention rates through world-class customer service and personalized interactions.
Ensure the live chat team never misses a customer booking by maintaining high levels of responsiveness and efficiency.
Monitor and analyze live chat interactions to identify and capitalize on sales opportunities, driving revenue growth.
Leverage outbound dialing experience to maximize opportunities, follow up on leads, and re-engage customers.
Data-Driven Decision Making:
Use data and analytics to track sales performance, customer interactions, and agent productivity.
Provide regular reports to senior management, offering insights and actionable recommendations based on data analysis.
Set and monitor key performance indicators (KPIs) for the live chat team to ensure targets are met or exceeded.
Quality Assurance & Compliance:
Oversee the quality assurance process within the live chat team, ensuring all interactions meet company standards and regulatory requirements.
Conduct regular reviews of chat transcripts and outbound call logs to ensure compliance and address any issues promptly.
Implement corrective actions and training programs as needed to maintain high quality and compliance standards. Recruitment & Team Building:
Lead the recruitment process to attract and hire the right advisors who align with the company’s values and objectives.
Ensure that new hires receive comprehensive training and onboarding to set them up for success in their roles.
Continuously assess team composition and performance, making adjustments to optimize team effectiveness. Process Improvement:
Identify and implement process improvements to enhance the efficiency and effectiveness of the live chat team.
Ensure all team members are trained on best practices and tools for live chat sales, customer service, and outbound dialing.
Regularly review and update live chat scripts, outbound call scripts, and resources to optimize performance. Cross-functional Collaboration:
Collaborate with other departments, such as customer service, marketing, and product teams, to ensure a seamless and positive customer experience.
Participate in cross-functional meetings to align live chat strategies with overall business goals and initiatives.
Experience:
Experience in sales management, with exposure to a supervisory or management role.
Strong experience in live chat and outbound dialing for sales and customer service. • Proven ability to recruit, manage, and develop a high-performing sales team.
Excellent communication, interpersonal, and leadership skills.
Data-driven with strong analytical skills, able to interpret metrics and make informed decisions.
Experience with quality assurance processes and compliance management.
Ability to work in a fast-paced environment and manage multiple priorities simultaneously.
If you are a data-driven, customer-focused sales professional with a passion for leading teams and driving business success, we encourage you to apply for this exciting opportunity to lead our live chat team and enhance our customer experience
