Inside Sales Team Manager
Reports into 3D2B Account Manager
Responsible for managing a local team of B2B Business Development Representatives (BDR’s/ International B2B telephone agents) to ensure allocated and contracted work is completed on time and to pre-defined standards and contractual terms. Manage day to day relationship with client accounts to provide project feedback and assist in go to market strategy.
Manage individual BDR’s and team productivity against set KPIs - resource allocation, identify training needs and performance against Service Level Agreements (SLAs). Manage the operations of the Business Development Team (BDT): directly responsible for the BDR’s lead, call, and quality targets and that they are consistently met. Ensures that every aspect of the operation achieves the highest possible standards of excellence in service and managerial efficiency – ensuring that 3D2B and the client develop and maintain an excellent working relationship.
Maintains complete understanding of the Clients internal sales and/ or marketing organization and processes.
Maintains an understanding of the Clients solutions, go to market strategy and competitor landscape in order to train your team and control quality.
Maintains an in-depth understanding for the CRM systems used by 3D2B and Clients.
Responsible in developing the services, capacity and structure of the Client in order to support the achievement of the sales/ marketing targets and goals.
From an operational point of view, making use of all available tools, in order to increase efficiency and client satisfaction.
Ensure all necessary metrics are reported in a timely and accurate manner.
Quality check on random samples of work completed by team.
Monitoring - performance and quality assurance.
Acts as line manager to BDR and teams. Assesses and monitors BDR’s work. Coaches agents to attaining a higher level of sales efficiency.
Identifies workflow and/or data quality issues and implement corrective action (in cooperation with Account Managers).
Facilitates coordination of resources across teams with other Project Managers
Schedule and attend campaign briefings in order to provide relevant campaign information to the team.
Frequent communication with Account counterpart and/or 3D2B Account Manager; coordinate campaign preparation; provision of campaign feedback, debriefings, etc.
Provide feedback to incorporate in target setting and adoption of new SLA’s.
Ensures that all Agents receive a personal review at regular intervals.
Arbitrates staff conflicts, keeping HR & Account Management informed on all developments.
General Staff Management
First line contact for employee on – performance, opportunities/leads, work ethic, schedule, etc.
Input on team member performance reviews.
In conjunction with the Account Manager and HR Manager, to recruit the “right” people, for the “right” jobs at the “right” time.
Highlight continual personnel performance issues to Account Manager for corrective action (proper documentation, if required).
To mentor and coach staff, ensuring training needs are fulfilled including ensuring that new employees receive all necessary induction training promptly.
To build a motivated, supportive and effective team environment.
To ensure staff maintains a high level of customer focus, providing a high-quality service to the client (internal and external) at all times.
To be aware of and follow health and safety regulations.
Requirements (CV will not be considered without)
Fluent business English (written and spoken) + other language.
Must be completely independent and familiar with MS Office, power point, excel and salesforce.com or other CRM.
Previous experience in B2B telemarketing environment (minimum 2 years).
Proven project management skills in the area of telemarketing.
Adept in Sales and Marketing processes.
Experience leading a telesales or inside sales team (minimum 1 year).
Experience working in a target-driven environment with focus on customer satisfaction and quality.
Demonstrable history of achieving and exceeding sales targets/goals.
Experience and good working knowledge of information technology and business application industries.
Strong analytic skills and comprehensive train of thought.
Excellent communication, organizational, and customer service skills.
Ability to manage a customer relationship with fortune 500 clients.
Dynamic international environment with American business methodology and management.
Competitive salary with performance incentives.
Mandatory documents required
Valid EU identity card or valid passport.
Fiscal Code or documentation providing proof of issue.
Valid Foreigners permit to stay and work for non-EU citizens (Permesso di Soggiorno).