Department Customer Service and Support

Reports To: Assistant Manager- CSSD

Job Summary:

Sales and Billing Supervisor is responsible for managing and leading a team of sales associate expert and team leads. This involves recruiting and hiring sales staff, providing training and development, setting performance expectations, conducting regular performance evaluations, Handle call center sales and achieve the given sales target. They provide guidance, support, and motivation to the team to drive sales results.

Responsibilities:

· Measure agents’ performance with KPIs.

· Assists with taking agents’ calls if they can’t handle the call.

· Brief new product and features to all the agents.

· Keep track of employee attendance, and make sure work procedures are complied with organization policy.

· Assist in hiring and onboarding new employees.

· Prepare daily, weekly and monthly performance reports.

· Remain available at all times for agents’ questions and concerns.

· Handle calls from customers who wish to speak to a supervisor for whatever reason.

· Monitor numbers of calls that agents handle each hour to ensure each agent is taking the required number of calls.

· Review all call reports and disposition of the respective unit.

· Maintain agent’s attendance records.

· Train new call center agents.

· Meet with HOD to report the progress and current issues

· Provide helpful feedback and positive communication to motivate all the agents.

· Run regular staff meetings with all the agents

· Keep up to date with industry news.

· Communicate any company policy and procedure changes to the agents.

· Ensure adherence to the company’s policies and procedures

· Keep senior management informed about recurring issues or problems.

· Prepare monthly, quarterly and annual reports

· Set targets and goals for the week, month and year.

· Provide constructive feedback to improve sales and conversions. Receive and report on all sales leads

· Receive and report on all sales leads