Job Description

• Responsible for leading and managing an Inside Sales Team – disciplinary/ administrative professional leadership.
• Organization, control and steering of processes and workflows 
• Supervision and coordination of daily activities of employees to maximize customer experience, customer loyalty, performance metrics and quality 
• Monitors employees’ customer contacts and observes demeanor, information accuracy and conformity to quality standards, policies, and procedures 
• Provides coaching, guidance and development to improve or advance performance of the team; Walks the floor and giving any guidance and support needed to agents 
• Training, coaching and development of team members 
• Scheduling of training and coaching in close cooperation with the trainer
• Creation of business reports to be distributed in- and externally 
• Continuous analysis of operational reports 
• Workforce management including holiday planning; manages and oversees staffing levels, assigns duties, examines productivity levels 
• Definition and communication of individual targets 
• Ensuring individual and team tasks and goals are achieved 
• Motivation of the team; regular team meetings and 1:1 appraisals 
• Responsible for achievement and reporting of all team SLAs and KPIs on employee level 

Job Requirements

• Have background in sales and account.
• Have responsibility and team leading skills.

Additional Info