Manager, Telemarketing - PM Shift

Purpose: The Manager, Call Transfer Sales, (PM Shift) oversees the PM Call Transfer Department and provides leadership to the Sales Supervisors, Leads and Sales Associates. The Manager's departments will take inbound calls that are from various sources to promote the company's products; explain available vacation offers, qualifications, sales terms; and answer all client questions appropriately and effectively in an attempt to sell vacations.  The Manager will ensure that all clients' purchasing and sales process expectations are met and/or exceeded. He/she is in charge of overseeing the daily operations of the sales department; such as create staffing schedules, recruiting, hiring, training, monitoring, coaching, counseling, call walking and working with senior management. He/she will also work closely with the leaders of all other departments to achieve company goals. The Manager, Call Transfer Sales, will focus on Answer percentage, Average Sales Price, Sales Per Agent, and Closing Percentages by utilizing sales training and putting an emphasis on sales techniques and job knowledge to exceed sales targets. He/she will ensure all team and department members adhere to company standards and are professional and courteous at all times.

Specific Duties, Activities, and Responsibilities: 

• Manage the day to day operations of the of the Sales Teams while maximizing vacation sales, sales per agent, and transfer closing percentages.
• Recruit, hire, performance manage, train, develop, monitor, counsel, and motivate Supervisors, Leads and Sales Associates while tracking attendance, schedule adherence and sales performance.
• Cover Supervisor's Teams in their absences.
• Adjusts their work schedule to work and support any shift not meeting sales target.
• Develop and implement creative training methods to assure your team consistently exceeds sales and conversion targets.
• Implement impromptu training sessions during times of low call volume to strengthen the sales associates.
• Manage and give direction to Supervisors and Leads.
• Implement a daily game plan for the success of the department.
• Ensure that conversion percentage exceeds sales targets.
• Conduct pre-shift meetings.
• Call Walk and Take Over Calls
• Oversee answer percentage.
• Review/generate reports- lead penetration, agent productivity, queue stats, answer percentage, closing percentage, sales per hour, break time, log in time, calls per hour, talk time, revenue collected, average package price, etc.
• Monitor the performance of employees with an emphasis on work rules, policies, procedures, behavioral competencies and minimum quotas.
• Be proficient in all applicable systems to perform various functions, such as location availability, deal entry, and agent stats.

General Statement - Performs the job assigned complying with Company policies and procedures, business code of ethics, FLSA regulations, and all applicable laws, as well as ensuring confidentiality, reliability, quality, and productivity.  This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions expected of an incumbent.  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of an incumbent.  An incumbent may be asked to perform other duties as required.