Contact Center Sales Team Leader
Consumer & Customer Care
Full Time
Italy
2019-04-13

Electrolux Major Appliances located in Assago (MI) is Electrolux’s largest business sector. With 24,800 people and operations in every country in Europe, we have a solid understanding of European consumers’ needs and desires that allows us to provide innovative, thoughtfully designed products that help consumers create the homes they desire. 

We are looking for a Contact Center Sales Team Leader who is oriented to sales services through the channels of multi-channel relational processes included in the customer journey (inbound / outbound calls or emails).
His/her primary objective will be the management of a pool of sales agents, guaranteeing the daily organization of work, exercising the necessary coaching function, reaching the KPIs and supporting them in the operational activity.

A typical day at work
• To coordinate the sales agents on a daily bases;
• To monitor the KPIs;
• To manage, as a point of contact, the relationship with other business functions (administration, IT, Field Operations, Ownership Solutions);
• To support and manage inbound phone calls if necessary;
• To manage (direct solution or escalation) the customer's problems ensuring them an excellent Consumer Experience;

You
Agile: you are capable to deliver under pressure and with tight deadlines and to set priorities;
Positive attitude: you have a positive behavior at work and within the company. You are an empathic person with communicative and relational skills. 
Goal and Sales Oriented: you achieve good results in the tasks that they have been given;
• Team player: you have good communication and capability to interact with all functions in the development and outside; and ability to maintain confidentiality in relation to the Customer's service data;
Self-going and reliable: you anticipate needs and provide potentials solutions. You ask and you listen;

Education & Skills
• Minimum 3 years in experience in similar roles, ideally in a multinational environment;
• Fluent English is mandatory; 
• Excellent knowledge of Microsoft Office (Word, Excel, PowerPoint);
• Good analytical capabilities;
• Knowledge of sales techniques;
• People management skills (coaching & leadership);
• Focus on continuous improvement.