Contact Centre Assistant Manager
Location: Head office
Job Summary: We are seeking a dynamic and motivated Contact Centre Assistant Manager to join our team and lead our Contact Centre Sales Specialists. The ideal candidate will have a strong background in sales, excellent leadership skills, and a passion for driving results in the telecommunications industry. The Contact Centre Assistant Manager will be responsible for managing a team of Outbound Sales Specialists, ensuring they meet sales targets, provide exceptional customer service, and uphold the standards of the Contact Centre program.
Responsibilities:
Team Leadership:
Lead, coach, and motivate a team of Contact Centre Sales Specialists to achieve individual and team sales targets.
Provide ongoing training, guidance, and support to enhance the team's sales skills and product knowledge.
Foster a positive team environment that encourages collaboration, innovation, and continuous improvement.
Sales Management:
Assist Sales Specialists with complex sales situations, customer escalations, and inquiries to ensure timely resolution.
Review and approve sales quotes, proposals, and contracts in accordance with company policies.
Customer Relationship Management:
Handle escalated customer issues and inquiries promptly, ensuring a high level of customer satisfaction.
Operational Support:
Monitor inventory levels and collaborate with relevant departments to address inventory issues.
Coordinate with logistics and shipping teams to ensure timely delivery of products and services.
Identify and implement process improvements to streamline operations and enhance efficiency.
Administrative Duties:
Keep accurate records of sales activities, customer interactions, and team performance in the CRM system.
Generate regular reports on team performance, sales trends, and customer feedback for management review.
Handle administrative tasks related to scheduling, training support, and Contact Centre program coordination.
Requirements:
Bachelor’s degree in business administration, Sales, Marketing, or a related field (preferred).
Proven experience in sales leadership, preferably in the telecommunications industry.
Demonstrated success in meeting or exceeding sales targets and KPIs.
Strong leadership skills with the ability to inspire and motivate a team.
Excellent communication, interpersonal, and negotiation skills.
Proficiency in OneView, RQ, CRM software and the Microsoft Office suite.
Ability to work independently and as part of a team in a fast-paced environment.
Flexibility to work evenings and weekends as required.
Skills Required
- Bachelor's degree in business administration, Sales, Marketing, or a related field
- Proven experience in sales leadership, preferably in the telecommunications industry
- Demonstrated success in meeting or exceeding sales targets and KPIs
- Strong leadership skills with the ability to inspire and motivate a team
- Excellent communication, interpersonal, and negotiation skills
- Proficiency in OneView, RQ, CRM software, and the Microsoft Office suite
- Ability to work independently and as part of a team in a fast-paced environment
- Flexibility to work evenings and weekends as required
What We Do
Wireless DNA is a Canadian telecommunications retailer and exclusive authorized dealer for Rogers, Fido, and Chatr, with more than 82 locations across Canada. It offers personalized plans for everyday needs and business communications, along with solutions-based products and customer experiences. Its award-winning store network brings customers current telecommunications technology, with a focus on reliable support, satisfaction, and customer loyalty nationwide.
