What’s the opportunity?
You will be accountable and responsible for maintaining and increasing the iPrimus customer base, via upsell sales offers for existing customer base, in conjunction with retention strategies to ensure that customers are retained.
They will provide leadership, coaching & tactical direction to all staff within outsourced operations to ensure maximum performance across all functions with the iPrimus consumer brand.
They are also responsible to identify areas of improvement within the sales and service environment and work hand in hand with counterparts in product, marketing and technology teams in order to maximize opportunities to meet and exceed targets.
What you’ll be doing in the role:
Act as the central interface between Vocus (AU) and Manila consumer teams to safeguard the performance of all customer facing teams while ensuring that the needs of the business and the customer are both met.
Responsible for ensuring that high levels of customer satisfaction are maintained throughout the end to end customer journey.
Adherence to Key Performance Indicators and sales and service performance metrics as set by the business.
Manage weekly & daily sales cadence & performance reviews to facilitate the development & recording of action plans to address gaps in KPI performance and maintain tight performance management expectation across all sales and retention teams.
Mentor and lead by example, while coaching, training, developing and counselling Manila leaders to enable them to meet performance targets and objectives.
Work collaboratively across the business to understand and translate change in a meaningful way for our customer facing agents and leaders
Embed the culture and ethics that aligns with Vocus values and enables achievement of business objectives
Ensure that formal performance reviews are done as required and in a timely manner.
What you will need to be successful in a team like this:
Minimum of 3 years’ experience in Telecommunications industry.
Understanding and experience of the call centre environment, preferably offshore.
Proven performer in high intensity sales and base management driven environment with the ability to consistently meet and exceed targets.
Task and goal orientated, with high energy levels and a sense of urgency with the ability to prioritise issues
Direct experience in achieving results through others and motivation of teams.
Functional understanding of business principles and operations.
Excellent written and verbal communication skills.
Ability to ensure consistency of standards/procedures and promote efficiencies.
Well-developed relationship building, negotiation & conflict management skills.
Outstanding commitment to sales results and financial goals.
Good planning, organisational, analytical and decision-making skills.
Sound administrative and time management skills.
Project management and problem-solving skills.
Exposure to technology and operational environments.
Experience driving projects to deliver people, process and systems improvements.
Demonstrated extensive experience in building highly capable teams.
Strong internal and external stakeholder management skills.
Pragmatic approach to problem solving and excellent analytical skills.
Computer literate – broad knowledge of window/Microsoft office required.
In return Vocus commit to a fast paced and fun workplace that is committed to career development opportunities within the company nationally and across different areas.
We have the best employee benefits such as Internet discounts, the ability to purchase leave, anniversary leave, awesome parental leave benefits. Best of all we believe in flexibility and fitting your job into your life – Vocus is quite simply just a great place to work!