Role Summary:

The role of Inside Sales Manager is to assist in establishing outbound call objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyse call data, and focus on improving performance and processes.

You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.

Job Description and Responsibility:

- Primary responsibility is to manage Digital Outreach analyst with large amounts of outbound calls in a timely manner for all the company's business segments.

- Responsible for CATI Panel Build team that focuses on B2B profiles i.e. Physicians, AHP and other target audiences targeting North America and European markets

- Develop objectives for the call center's day-to-day activities

- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)

- Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)

- Hire, coach and provide training to personnel to maintain high customer service standards

- Monitor and improve ordering, telephone handling and other procedures

- Ability to work overtime as necessary to meet quotas and guide team

- Evaluate performance with key metrics (accuracy, call-waiting time etc.)

- Prepare reports for different departments or upper management

Short term and Long term KRAs:

Call Volume

- Achieve 1,100 call in a month with at least 8 to 10 confirmed meetings

- Achieve 12,750 calls in a year with at least 100 confirmed meetings

- Generate report on

Contact/connection Rate (daily, weekly, monthly): by agent by region

- Report lead conversion rate: Dial Time-out Adjustment, Dial Level Scheduling

- Calls per Agent & Call Quality

- First Call Close (FCC)

Qualifying Skills:

- Graduation in any discipline

- Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus

- Proven experience as call center manager or similar position

- 6+ years' experience in telemarketing or an outbound call center environment, of which 1+years in healthcare

- Knowledge of performance evaluation and customer service metrics (i.e. Occupancy Rate,

- Adherence to Procedures/script, Agent absenteeism, First call resolution / stakeholder onboarding, Conversion rate, Phone Etiquette)

- Strong coaching and leadership skills, ability to motivate employees.

- Decisiveness and attention to detail.

- Proficiency with the necessary technology, including computers, software applications,phone systems, etc

Perks:

- Competitive compensation and performance incentive structure

- Global exposure and working with a global team which consistently pushes the envelope to foster growth & innovation.

About the company-

An award-winning digital market research product and solutions company.

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