Job Title: Contact Center Sales Supervisor

Report to: Manager

Location : Tunis, Tunisia

Overview of Role:

Reporting to the Contact Center Managers – the Supervisor a highly focused position. The Supervisor will have the responsibility to ensure a service-oriented and professional working environment by supervising the performance of team members and executing necessary actions for their motivation when required. The Supervisor will support in the supervision of the Telesales or our Care Team depending on the experience of the successful candidate.

What you will do:

• A Supervisor has the responsibility to motivate and inspire the team to surpass their potential as much as possible
• Responsible for the performance management of the team and that team members receive relevant and timely feedback on an on-going basis
• Organizing the workload for the team and ensuring that the right resources are available
• Manage the development of the sales agents and team leads, providing training, coaching and support to meet the team targets
• Facilitation of communication cross functionally among the members of team and resolve issues as they arise
• Work towards meeting the departmental objectives, including sales targets, quality etc.
• Promote an enthusiastic and competitive atmosphere within the team, increasing motivations and results
• Always ensure correct adherence to all internal policies and procedures
• Conduct weekly team meetings
• Weekly reporting on teams’ performance and target management, ensuring that they meet and exceed the targets as outlined by senior management
• Continuously strive to deliver the highest quality of service to both internal team and external customers

What we need from you:

• Previous experience in Sales is required
• Understanding of a Contact Centre
• A previous experience as a supervisor, team lead or sales coach of a minimum of 6 months is required
• Excellent attendance record
• Ability to operate well in a call center team environment as a leader
• Natural flair for coaching, motivating, and interacting with people.
• Knowledge of operating systems and tools like Oracle, Matrix, salesforce would be a plus
• Excellent administration skills with a high attention to detail
• English: an acceptable level of comprehension and communication
• Another European language would be a plus
• Good organizational skills and ability to prioritize work.
• Ability to work to tight deadlines & multi-task effectively

About National Pen

National Pen’s personalized promotional products are created for and inspired by small businesses. With more than 50 years of experience and serving 23 countries worldwide, National Pen provides personalized marketing solutions that help businesses connect with their customers through a personal brand experience. National Pen offers a broad range of personalized promotional products, including writing instruments, stationery, drinkware, bags, gifts, and trade show accessories, and operates via a network of more than 10 facilities across North America, Europe, Africa, and Asia.

National Pen is a Cimpress brand (Nasdaq: CMPR)