Sales Performance Manager

3 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Soum Full time
About Soum

We're a leading marketplace, driven by innovation and a passion for simplifying online transactions. With a presence in the MENA market, we've established ourselves as a trusted platform for buying and selling used electronics, cars, and collectibles. Our commitment to excellence has earned us recognition, including being the 10th most downloaded e-commerce app in KSA for 2023.

Role Overview:

The Telesales Manager will lead a high-performing team focused on delivering exceptional customer experiences. This role involves analyzing customer behavior, developing strategies to address pain points, and collaborating with cross-functional teams to optimize processes and features.

Key Responsibilities:
  1. Team Management:
    Train and mentor telesales agents, setting clear performance goals, KPIs, and targets for the telesales team. Conduct regular performance reviews and provide actionable feedback.
  2. Customer Engagement:
    Oversee customer interactions, ensuring agents effectively reach out to customers who disengage at various stages of their app or website journey. Monitor and ensure that customers receive timely and personalized assistance, encouraging them to re-engage.
  3. Process Optimization:
    Analyze customer feedback, engagement metrics, and call data to identify trends and areas for improvement. Develop and implement strategies to optimize the telesales process and enhance conversion rates.
Preferred Attributes:
  1. Understanding of customer behavior and digital product funnels.
  2. Ability to work in a fast-paced and dynamic environment.


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