We have an exciting opportunity for an experienced call center shift lead to assist in the supervision of our call center agents for the Subscriber Services Division. Shift hours are Monday - Friday 4:30 pm - 9:30 pm. Also requires assisting in the administration of calling projects in order to increase circulation, and revenue while maintaining subscriber loyalty and satisfaction. This is an ideal position for someone with customer service or sales experience as a call center floor/team lead.
Provide training and coaching to Teleservices Sales Representatives.
To act in a leadership role assisting all Telephone Sales Reps on a regular basis maintaining a professional level of performance and ensuring good customer relations.
To meet circulation goals for the company by producing newspaper subscription sales via telephone, either inbound or outbound.
To provide the highest level of customer service with internal and external customers of the Orlando Sentinel to assure customer satisfaction and loyalty.
To maintain excellent working relationships with subscribers, peers, supervisors and other Sentinel employees.
To effectively answer routine circulation inquiries or route to appropriate customer service personnel for resolution.
To effectively answer or direct inquiries from subscribers and the general public in relation to the Orlando Sentinel newspaper.
Coordinate any special projects assigned by Teleservices Manager/Supervisor/Asst Supervisor
Assisting in the administration of calling projects in order to increase circulation and revenue while maintaining subscriber loyalty and satisfaction.
Provide coaching, and sales training to new and existing reps
HighSchool diploma or equivalent education.
Must have sales background, preferably in Telemarketing.
Should have minimum 1- 2 years of floor lead experience.
Should possess a good, clear speaking voice with correct grammar, good articulation and enunciation. Must understand the proper ways of dealing successfully with customers and prospective customers.
Must have the flexibility to change work schedules with minimal notice at the discretion of management in order to accomplish department goals.
Must be able to work holidays and weekends.
Must have decision-making ability.
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Orlando Sentinel Media Group - 12 months ago