Outbound Customer Service Manager

Company Description

📣 Disclaimer: Job Requirements and Compensation Details 📣

🌟 Experience Matters: This role requires candidates with a solid background in customer success, team management, and proficiency in call center software. These skills are pivotal to excel in this position and ensure effective service delivery. 🤝💼

💰 Competitive Compensation: The salary range for this role falls approximately between $65,000 to $75,000, reflecting the value and responsibilities associated with the position. 💵💼

👥 Team Management: The selected candidate will be entrusted with the responsibility of managing a team comprising 4 to 6 skilled customer success agents. Leadership and collaboration skills are key to success in this role. 🚀👩‍💼👨‍💼

🎯 Preferred Background: While not mandatory, it is preferred that applicants possess a background in events or hospitality management. Such experience would be a valuable asset in contributing to the success of this role. 🎓🍽️🎉

We encourage all qualified candidates to apply and look forward to welcoming a talented professional to our team! 🌟🤝✨

About Informa Markets:

Informa Markets establishes platforms for various industries and specialized markets, facilitating trade, innovation, and growth. Our extensive portfolio comprises over 550 international B2B events and brands across diverse sectors such as Healthcare & Pharmaceuticals, Infrastructure, Construction & Real Estate, Fashion & Apparel, Hospitality, Food & Beverage, Health & Nutrition, and more. We offer global customers and partners the chance to interact, gain valuable experiences, and conduct business through in-person exhibitions, specialized digital content, and practical data solutions. As the foremost organizer of exhibitions worldwide, we breathe life into a wide array of specialized markets, uncovering opportunities and supporting their continuous success throughout the entire year.

Portfolio:

Their portfolio includes more than 550 international B2B events and brands across various sectors:

1. Healthcare & Pharmaceuticals
2. Infrastructure
3. Construction & Real Estate
4. Fashion & Apparel
5. Hospitality
6. Food & Beverage
7. Health & Nutrition
8. And others

Impact:

As the world's leading exhibitions organizer, Informa Markets plays a crucial role in bringing diverse specialist markets to life, unlocking opportunities, and supporting their growth and success every day of the year.

Job Description

Performance Measurement and Productivity Standards:

• Responsible for setting performance measurement and productivity standards.
• Must have knowledge of setting standards for call duration, handling time, post-call wrap-up time, and the number of calls handled per unit of time.
• Responsible for creating, compiling, and providing reports.

Staff Evaluation and Effectiveness:

• Evaluates staff effectiveness and performance, either annually or as needed.

Revenue Standards:

• Establishes standards related to revenue, including assessing individual sales performance and the effectiveness of upsell or cross-sell offers.

Forecasting and Training:

• Responsible for accurately forecasting outbound call volumes.
• Provides training to staff in customer relationship management.

Quality Control:

• Monitors outbound calls for quality and provides training as necessary.

Staff Management and Motivation:

• Manages staff, focusing on motivation and overall team performance.
• Ensures that the team's mission and goals align with the company's vision, values, and strategies.
• Provides coaching, feedback, and role modeling to enhance staff productivity and encourage professional growth.

Scheduling:

• Creates staff schedules to meet the workload requirements of outbound campaigns.

Call Center Software Management:

• Manages Call Center software, including creating outbound dialing campaigns and overseeing agents assigned to these campaigns.

Collaboration with Marketing and Show Groups:

• Works with Marketing and show groups to create target lists for outbound calls.

Database Maintenance and Market Segmentation:

• Assists in designing maintenance campaigns to clean the database and qualify market segments and business categori