Telesales Manager Job Description
Telesales, also known as telemarketing, sold $100.3 billion in goods and services during 2002, according to the Direct Marketing Association. Many of these sales were generated by representatives making calls from call centers under the direction of a telesales or call center manager. Telesales managers, although varying in responsibilities, experience and background, like other managers, commonly need good leadership and communication skills as well as other abilities.
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Call Centers
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Telesales managers typically run call centers which are spaces housing telemarketers making or receiving telephone calls, usually with the assistance of computer automation. Call centers handle large volumes of simultaneous calls, screening them, logging them and forwarding them to an appropriate company representative. Many large organizations such as mail-order catalogs, telemarketing companies and others operate call centers and need the services of telesales managers.
Duties
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A telesales manager's objectives include good customer service, sales goals and profitability. Achieving these goals requires a diverse set of activities such as overseeing the employees, managing the operation and ensuring effective handling of the calls. During a typical day, a manager may deal with a variety of problems, such as employee issues, customer complaints, and technical difficulties. The manager may also need to monitor some calls for quality assurance.
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Considerations
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Telemarketing call centers tend to create high-volume, fast-paced operations. This work environment may create pressure and stress for the manager. However, using good communication and problem-solving skills can reduce the negative effects and help keep the job manageable. Also, because telesales focus on positive customer experiences, managers must maintain in themselves and instill in their employees traits that convey positive energy and helpful attitudes.
Qualifications
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Telesales management encompasses a wide variety of industries and settings, such as the customer service division of a large corporation or a direct sales telemarketing firm. The firm may be conducting surveys, offering free information or selling goods and services. Consequently, requirements for call center or telemarketing managers vary a great deal from firm to firm. However, experience and education in marketing, business, customer service and computer technology provide skill sets often used in telesales management.
Salary
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The federal government does not list average salaries for telesales managers. However, Indeed.com indicates that most call center management jobs pay from $30,000 to $90,000 with some exceeding $110,000 annually.
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References
- Photo Credit Woman headset image by Monika 3 Steps Ahead from Fotolia.com
