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?

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

**Overall Role Purpose**
To manage and develop the Telesales Team ensuring that productivity and revenue is maximized while following regional guidelines.

**Key Activities**

Act as an ambassador for DHL at all times and attend to customer needs in a professional, friendly and courteous manner
Ensure that a high level of professional rapport is developed and maintained with all customers
Follow up on all customer enquiries and direct customer to the correct DHL department where further information is required

Ensure that effective motivation, recognition and incentive programmes are recommended / presented for DHL Telesales staff and the lead qualifiers

**Process**

Monitor the DSR’s, Call Rates, Attendance / Sick Leave & other relevant performance measures to ensure maximum productivity. Also to ensure that remedial measures are put in place in case of any discrepancies
Ensure that all Service Complaints are dealt with in a professional, empathetic and swift manner, while ensuring that the appropriate action is taken to prevent recurrence
Contribute to the productivity and performance improvement of Telesales by developing, promoting & monitoring specific marketing campaigns in collaboration with the Commercial and Marketing Departments. Manage agreed marketing campaigns and promotions
Monitor performance & development of FTB performance & GSS

**People Management**

Manage staffing requirements including monitoring, coaching and giving performance feedback to all, developing them to ensure the best possible performance
In conjunction with the Sales Development Manager and the training department, define development requirements of the Telesales staff and monitor the implementation

Manage and monitor the administration of the Sales Leads Incentive Program commission for the Country Office and the quarterly commission of the Telesales team and the Lead Qualifier effectiveness of the same. To also manage the induction requirements of new recruits within the channel
Run motivational campaigns to ensure teamwork & productivity increase

**Key Capabilities**
- Problem Solving

The Telesales Manager should provide support, guidance and coaching to Telesales and Lead Qualifiers in solving difficult queries & situations.
The position also requires the judgement and ability to solve day-to-day team issues, pricing problems and performance issues as and when they arise.
- Customer Orientation

Is focussed on identifying and meeting customer needs. Acts to establish a long term business partnership with internal and external customers.
- Planning and Organizing

The Telesales Manager needs to plan the roster and organise resources around the expected call volumes. They also need to assign individual projects and objectives to the team member in order to achieve targets and deadlines.
- Decision Making

The Telesales Manager will be required to make decisions with regards to the day to day running of the Telesales and lead qualifiers. These would typically be issues related to Rostering, Service Issues, Pricing, and Training etc.
- Results Orientation

Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals.
- Teamwork

Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.
- Accountability

Acts responsibly. Can be counted on to keep commitments. Complies with DHL expectations, policies and procedures. Builds others' trust in own professionalism, integrity, expertise and ability to achieve results.
- Communication Skills

Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style to the needs of others. Listens attentively and asks questions when needed to clarify information.
- Self Management

Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.
- Attention to Detail

Is thorough and complete in performing all aspects of the job. Stays focussed on the details of the job, no matter how small. Checks and monitors work to ensure accuracy.

**YOUR PROFILE**:
**Experience**Essential**
- Excellent verbal communicatio