Assistant Manager - Direct Sales & Service

Job Description

Overview

Effectively supervise Direct Sales & Service operations to achieve Company sales and service objectives in partnership with the Finance and Ops Manager. The position will be responsible for providing leadership and support to the Direct Sales & Service team in day-to-day operations, analysis and forward planning of resources, drive continuous improvement initiatives and contribute to the professional development and management of the team. In addition, the Assistant Manager – Direct Sales & Service will be responsible for supporting the team in achieving Sales and Service metrics as outlined below and assist in the successful implementation of Omni-channel initiatives.

Responsibilities

Sales, Management

• Achieve the sales target for the Call Centre and work with the Call Centre team to ensure that sales targets are met.
• Manage real-time staff availability and adherence to ensure that Sales and Service objectives/Plans are met.
• Oversee and support the achievement of the following productivity metrics: Sales plans, Conversion rates, Revenue per call, Service Levels, quality and abandonment rate.
• Partner with Finance & Ops Manager to ensure processes and systems support required service standards.
• Ensure that all TCO policies and procedures are upheld and develop and document any standard operating procedures on sales procedures, process flow and delivery channels etc.
• Resolve customer sales and service issues and make decisions within delegation of authority, including providing assistance with difficult client situations.
• Translate Omni-channel project goals into implementation steps for corporate and store processes.
• Partner with Store Managers to ensure all transactions are accurate and compliant to company policies & procedures.

Supervise, Coach and Develop staff (Leadership)

• Responsible for supervision, development and training of Direct Sales & Service team, with input from the Finance & Ops Manager.
• Develop staff rosters in conjunction with Finance & Ops Manager for areas of responsibility to ensure phone coverage and staffing levels are appropriate
• Motivate and drive performance to achieve Sales and Service Plans, including holding the team members accountable.
• Assist with recruitment, interviewing and hiring for designated areas of responsibility.
• Assist with the effective delivery of the induction program for all new starters to ensure a complete understanding of systems, policies and procedures.
• Deliver regular performance statistics to Client Care Advisor in partnership with the Finance & Ops Manager.
• Monitor and tracking of recording conversations of client care advisor for training and coaching purposes.

Service Excellence, Efficiency, and Productivity

• Ensure quality of sales and service standards are met – TEI Scores (Corporate can trigger the Call Centre TEI surveys)
• Display expertise in a multi-system, multi-tasking environment to manage calls, written correspondence and business processes. Consistently meet productivity and quality requirements based on business needs and metrics.
• Respond to customer enquiries and concerns in a consistently efficient and accurate manner without compromising the Tiffany Experience.

Qualifications

• Min Diploma holder in Supply Chain, Logistics or Business Administration
• Previous experience in supervising/ leading a team of call center agents.
• Previous customer service experience in retail or call center environment
• Strong verbal and written communication skills
• Possess excellent problem-solving skills
• Familiar with website technology, website navigation and terminology associated with internet commerce.
• Ability to work weekend/ roster arrangement.
• Enjoys Hands-on responsibility