D2D Sales Supervisor

Company description:

Digicel Group Limited

Job description:

Job Title: D2D Sales Supervisor

Primary objective of the job:

The D2D Sales Supervisor main task is to support the D2D team by ensuring agents meet and overachieve sales targets.

Key Objectives:

• Manage, train and coach the D2D agents, by providing the necessary tools and skills to effectively achieve monthly targets.
• Effectively address customer queries &concerns and provide resolutions within acceptable timeframes, ensuring the best possible customer experience.
• Ensure EOD Recon is filled out correctly and the appropriate reports are submitted in the required timelines.
• Monitoring and auditing the D2D sales processes to ensure D2D is within compliance, while certifying accountability and completing daily reconciliations. 
• Assist with evaluating employee performance and identify training needs, while ensuring all employees adhere to the company’s policies and guidelines.

Main duties and responsibilities:

• Continuously seeks and capitalizes on opportunities to exceed the expectations of customers (internal and external) by placing a keen interest on understanding and effectively resolving customer-impacting issues in a professional and result-oriented manner.
• Maintains quality service by enforcing organization standards.
• Supervise D2D processes and optimize where possible.
• Assisting with the coordination of D2D operations, ensuring team schedules, target and objectives are met by working with Retail Sales Manager.
• Implements training programmes to ensure best in class customer experience in line with Digicel’s objectives.
• Assist with ensuring all D2D agents comply with Digicel Barbados and Group audit compliance.
• Assist with maintaining D2D employee engagement and their drive for sales and high standards of customer service.

Qualifications, knowledge & experience:

BSc. Degree qualified in management studies/Business administration or equivalent qualification.

3 years sales experience in a leadership role (e.g., assistant manager, shift leader, etc.) or similar position in a telecom’s environment

Strong team supervision and execution skills.

Functional Skills:

• Organizational skills
• Ability to motivate a team
• Strong communication and influencing skills with the ability to interact across all levels of the business
• Ability to multi-task and deliver on competing priorities
• Ability to operate autonomously and demonstrate initiative in problem solving, decision making
• Proactive approach
• Results driven and extremely customer focused