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Horizon Contact Centers Ltd Account Supervisor – Outbound Sales Job Vacancy

Position Summary:

The Account Supervisor serves as the primary business contact for the client and is responsible for driving performance and ensuring client satisfaction.

The incumbent is expected to consistently provide excellent leadership to the team on the Outbound Voice services being offered, as well as represent client needs and goals within the organization to ensure the highest level of sales performance and agent behavior is in line with set targets and KPIs.

In addition, the Account Supervisor should build relationships with clients to encourage new and repeat business opportunities on the projects assigned. 

Duties and Responsibilities:
  • Responsible for all client communications, conflict resolution and compliance on client deliverables and revenue.
  • Reviews all major deliverables (i.e. strategic brief, function spec, tech spec, etc.) to ensure performance targets, quality standards and client expectations are met.
  • Ensures that client issues are dealt with in an efficient manner, informing the Business Leader – Transitions, Operations, Training, IT and Quality Assurance or Chief Executive Officer of any problems that may arise.
  • Works closely with the project team in order to maintain a continuous knowledge of project in order to identify potential issues and/or opportunities within or related to the project.
  • Ensures that all processes and procedures are completed, quality standards are met, and that projects are profitable.
  • Aware and in pursuit of opportunities for account growth and new business, involving the Account Senior Management team
  • Communicates the client's goals and represent the client's interests to the team.
  • Provides regular two-way communication between the client and team, to provide strong team representation and set proper client expectations.
  • Reports to the senior management, providing regular input on all account activity, including status and reports on a daily and weekly basis.
  • Have hands on approach on engaging agents as a primary objective.
  • Work with HR to ensure that the correct incentives are put in place
  • Ensure that all pre and post shifts are executed with your presence there
  • Ensure that real time reporting is established and adhered to
  • Ensure that client work ethic is instilled into all concerned flawlessly
  • Ensure zero tolerance to non adherence to schedule by the team.
Education and experience:
  • A Bachelor’s degree
  • Good command of the English language with above neutral, crisp accent
  • Proficient in MS Office Suite – MS Word, MS PowerPoint, MS Excel, MS Outlook and Internet Explorer.
  • Experience in Outbound Sales at supervisory / Management level to the UK is an added advantage.
  • Minimum 4 years of outbound sales experience in a Call Center environment working in a supervisory or management role
  • Good understanding of Performance Management Programmes
  • Previous experience in leading sales teams – A MUST
  • Good listening skills and Outstanding Interpersonal Skills
  • International exposure/ experience will be an added advantage.
Key competencies and attributes:
  • Strong personality and selling skills
  • Proven Account supervisory skills required in order to create, maintain and enhance customer relationships
  • Must be able to work evenings and grave yard shifts.
  • Extremely detail oriented
  • Motivated, goal oriented, persistent and a skilled negotiator
  • High level of initiative and work well in a team environment
  • Excellent written and oral communication skills
  • Handles stressful situations and deadline pressures well
  • Ability to resolve complaints on an escalated level.
  • Plans and carries out responsibilities with minimal direction
  • Excellent management, organizational and time management skills required.
  • People management skills
  • Ability to interact at all levels within the company ( agent, supervisor and senior management)
  • Have an open minded and flexible approach
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