Telesales & Teleclose Back Office Supervisor

TELESALES & TELECLOSE BACK OFFICE SUPERVISOR
About Us

We are Verisure, the leading provider of monitored security services that gives peace of mind and protection to residential and small business customers across Europe and Latin America.

Our belief that it’s a human right to feel safe and secure has resonated with over 5 million customers and more than 26,000 employees worldwide. 

At Verisure customers are our priority: we protect what really matters most to them 24 hours day / 365 days a year by safeguarding their security, their homes, families and small businesses.

What we’re looking for

We are searching for a dedicated, supportive Back Office Supervisor for the Telesales & Teleclose Departments to join our growing team, who can coach, lead and motivate our Back Office Team. The Telesales & Teleclose Back Office Supervisor will hire employees and assist in the training process, ensuring that every agent and/or installer is prepared to perform their respective job functions satisfactorily.

They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. The Telesales & Teleclose Back Office Supervisor also prepares daily & monthly reports and provides support to the team in ensuring that installations are completed in a timely manner. They will also be in charge of leading the Installer Upgrader team in the future after it is formed and trained.

What you will be doing

• Hire, train, and prepare agents and installers to successfully arrange installations, solve problems arising from the sales or installation process and provide support to the Telesales & Teleclose teams.
• Ensure agents and installers understand and comply with all call centre and field installation objectives, performance standards, processes and policies
• Answer agent and installer questions regarding best practices or difficult cases
• Monitor and evaluate agent and installer performance, providing learning or coaching opportunities to them
• Provide support to the Telesales & Teleclose teams by listening and auditing random samples of quotation and sold calls from teams to provide feedback for further improvement
• Audit random samples of unsold calls from teams to ensure compliance and to identify opportunity areas in need of training
• Prepare reports and analyse data to assist management
• Arrange team events, competitions and other activities to increase team motivation
• Work with other supervisors and management team members to support agents and maximize customer satisfaction
• Troubleshoot technical issues related to our call platform
• Liaise with other operational areas to ensure customer service is aligned
• Track and report team(s) members’ sickness, work from home days, and general attendance
• Gather feedback that can be used by other teams for process improvement
• Cooperate with Telesales and Teleclose team leaders to ensure prompt installation of sold systems.
• Maintain team information updated on Workday such as absences, holidays, etc.
• Ensure team completes all mandatory company trainings in a timely manner.

Requirements

• Experience in managing a team
• Call centre or customer service experience
• Proficiency with technology, especially computers, software applications, and phone systems
• Exceptional verbal and written communication skills
• Ability to coach, train, and motivate employees and evaluate their performance
• Proactive and with excellent problem-solving skills
• Capacity to learn all policies and processes
• Customer oriented, genuine passion about customers' security and safety
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours
• Capacity to work under pressure
• Target oriented, very ambitious to reach team or company’s goals
• Reporting with accuracy and attention to detail - Microsoft Office skills