Telesales Manager

YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.
Would you like to become part of the world's most international company in the world?
A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.
Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist!2.
Sales
Deployment3. People - Management
Telesales Team Leadership
Sales targets: Plan, organise and lead an efficient and effective Telesales team to achieve sales targets. Implement appropriate sales initiatives in order to ensure achievement of sales targets
Acquisition and Development activity: To ensure Telesales Executives utilise the Sales Pipeline for management of all Prospects ensuring that business from new and existing customers is action and successfully negotiated. And to drive FTB (First Time Buyer).
Productivity: Ensure all regionally determined call targets are met by the Telesales Executives and that all Executives utilize the monthly Global Sales Improvement Process (GSIP+) coaching model and PO (Portfolio Optimizer) as call cycle to manage existing customers. Balance activity KPIs with business outcomes including conversion, FTB quality, revenue contribution, retention and repeat shipments.
Coaching: Dedicate 70% of working hours into coaching, using APSP model, mystery shopping guideline, call recording, STELLAR usage.
Efficiency: Increase selling time through reducing/minimising "time stealers", i.e. inbound service calls, and ensuring selling time is correctly allocated between acquisition, maintenance and development calls.
Global Sales Process: To ensure all aspects of the GSP programme are well understood and implemented across the Telesales department and that the regional objectives of both sales force effectiveness and efficiency improvement are achieved
Sales Automation: Ensure that all activities are updated accurately in Sales Automation system, e.g. sales activity codes, customer contact details etc.
Develop a high performance service culture within the functional department.
Plan, organise and direct an efficient and effective functional department.
Develop IKOs/KPIs with team members and monitor individual performance.
Conduct performance appraisal: Conduct monthly Performance reviews with the staff in order to monitor and appraise on overall performance, acquisition of new and lost customers and development and maintenance of existing customers.
Monthly Coaching and Follow up sessions: Perform Coaching and follow up sessions with all members of the sales team to monitor development of skills and to identify further areas for training and development. Ensure there is a monthly action planned defined for each Telesales Executive based on GSIP model.
Manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objectives and targets.
Identify training needs and opportunities to develop a highly skilled functional department.
Commercial Acumen: Strong understanding of sales performance, customer development and revenue drivers.
Data-driven Management: Ability to analyze sales data, identify performance gaps and translate insights into actions.
YOUR WORKING LOCATION: Map
Qualifications
YOUR PROFILE
Communication skills (English and local language), spoken and written
5 years of progressive sales experience in a service-related industry, including 2 years of leading and managing sales teams in a Call Centre environment
Educational Qualifications: Degree in business (or equivalent)
OUR OFFER
Multifarious benefit programs.
Strong career support & lots of opportunities in an international environment.
Training: both online and offline with Global DHL Standards.
Coaching & Feedback culture allows you to advance further in short-term and long-term development goals.
Working together based on DHL values of "Respect and Results".
Diverse engagement activities under "Best Day Everyday" - our Health & Well-being program.
Employee hobby clubs, sports championships.
Do you see a personal challenge in these versatile and responsible tasks? Then apply now!
We look forward to receiving your application!
We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.