Customer Marketing Telephone Sales Manager

At Bank of America, we take great pride in creating career opportunities for our associates

and we provide them with the tools, training and support they need to achieve their goals.

Customer Marketing Telephone Sales Manager

Job Description:

Bilingual Inward Customer Marketing Telephone Sales Manager (Temporary Contract Position)

OVERVIEW OF RESPONSIBILITIES

· Manage a team of sales associates within a business unit

· Plan, direct, supervise and evaluate work flow and sales performance

· Coordinate work activities to achieve the volume expected to meet operational requirements

· Monitor calls focusing on performance development, call handling statistics and service level adherence

· Recognize and recommend areas needing improvement

· Handle escalated and unresolved calls from less experienced associates

· Manage associate recruiting, development, performance and retention

Required Qualifications

Bilingual (French and English)

2 years of call centre experience with at least 1 year of call center management experience

University/College degree (B.A., B. Admin) and/or relevant work experience

Excellent verbal and written communication skills and ability to foster strong working relationship with other departments

Excellent organizational skills and demonstrated time management skills

Professional demeanor and excellent demonstrated leadership skills

Ability to multi-task and prioritize time sensitive materials, with proven ability to thrive in a fast paced, ever-changing multi functional environment

Consistent decision-making skills and demonstrated good judgment

Proficient with MS Office, specifically Word and Excel

Schedule: Rotational Shifts Monday to Friday, between 7a.m. and 11:30p.m. and occasional Saturdays between 7a.m. and 9p.m.

Bilingual Outward Customer Marketing Telephone Sales Manager (Perminent Full Time Position)

OVERVIEW OF RESPONSIBILITIES

· Associate Management: Provide daily motivation; host team meetings; develop and execute team contests; present recognition; complete incentive tracking and administration; raise awareness of compliance and standards of Bank of America.

· Associate Development: Identify coaching opportunities to improve representative and team results; identify individual and team continuing education needs; complete quality listening and provide feedback.

· Associate Administrative: Associate file maintenance; attendance tracking; corrective action; representative-level interviews; performance appraisals.

· Call Centre Management: Manage representative efficiency and sales close ratios in an outward call centre environment.

Required Qualifications

· Bilingual in French/English

2 years of customer contact experience with at least 1 year of call center management experience

Demonstrated leadership abilities

Ability to motivate and educate individuals with varying levels of experience/aptitude

Strong oral and written communication skills

Strong problem solving/decision making abilities

Self motivated and results-oriented

Ability to multi-task and prioritize time sensitive materials

Proficient with MS Office, specifically Word, Excel, and Outlook

Schedule: Monday to Thursday, 11:30 a.m. to 9 p.m., Friday, 11 a.m. to 5 p.m. and one Saturday per month

http://careers.bankofamerica.com/overview/overview.asp