At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.
Key Responsibilities:
Daily management of Team Sales Performance
Ensure all CHs have obtained all necessary training and guidance to be successful and achieve all goals and targets
Have clear understanding of Sales CHP job functions, including navigation of systems and tools, sales process and procedures and regional rules and regulation for relevant region handled
Establish communication plan with CHPs creating avenues to discuss overall sales performance updates, departmental targets, sales campaign updates, disseminate new product information, sales theme as focus, and other items that is critical in maintaining sales operating environment
Formulate a daily/weekly and monthly plan of action by using all available statistical or historical data as well as qualitative information
Conduct regular side-by-side and coaching sessions to identify strengths and opportunities of assigned agents
Provide regular feedback to agent’s direct supervisor
Deliver strong sales performance
Establish a clear understanding of the client’s strategic sales drivers and targets to be communicated to the team/focused agents.
Create a forecast describing the things each agent will be focused upon.
Create a detailed plan of the way in which you plan to impact your team’s day-
by-day performance
Provide recommendation to help evaluate current sales culture and environment, accountability systems and operations sales skills
Identify opportunities on increasing sales performance as applicable
Develop and implement sales strategies, sales campaign rollout plans and effective performance management
Collaborate with Manager to devise proposals for Operations’ and/or Clients’ sign off on sales strategies,remediation plans as necessary
Deliver strong sales performance that result to positive business outcomes for both client and the company
Drive and Support Client overall sales strategy
Establish clear understanding of the client’s strategic goals to be communicated to the team
Review, report, discuss and address roadblocks, opportunities and strengths to campaign / promo and sales tools.
Document at the conclusion of each week a breakdown of the past week’s monitoring checklists and summary on the Accountability tracker.
Identify opportunities on increasing sales performance as applicable
Develop and implement strategies, campaign roll out plans and effective performance management
Develop proposals for Operations and/or Clients’ sign off on sales strategies, remediation plans as necessary
Deliver strong sales performance that results to positive business outcomes for both clients and the company
Train and develop sales teams
Review performance reporting (Dashboards, operational reports, leads assignment) to identify gaps and opportunities
Formulate daily /weekly and monthly plan of action using all available trend, historical data and qualitative information to develop direct reports performance
Facilitate gaps analysis for CHP Assists to assess viability on upskilling Assists to CHP role
Provide input to create and devise developmental plan for CHPs and CHP Assists
People Management & Employee Relations
Ensure accurate calculation and payment of incentives both company and client driven
Address technical, process or HR issues as appropriate to run efficient operations and escalate as necessary to HR and Higher Management as appropriate
Client Management & Relationship
Demonstrate strong understanding to client strategies, business dri
vers and sales campaigns
Effectively report and communicate team sales performance as well as other operational activities performed by the team
Prepare weekly, monthly and quarterly or adhoc report for clients as necessary
Produce white paper outlining team performance growth, individual performance in analysis and focus
Maintain open and transparent communication with clients on performance drivers and provide recovery plan as needed
Required Qualification and Work Experience
Minimum of 1 year supervisory / lead experience directing and managing sales individuals or team in high volume sales environment
Proven success as sales representative as measured by sales performance against established sales goals and objectives
Experience in utilizing data and understanding sales units / revenue, leads and account management as sales performance components
Probe CX is a global customer experience organisation focused on creating environments where digitally-enabled CX thrives. A part of Probe Group, we enhance experiences with the right blend of people and technology to help our clients achieve their CX transformation goals. Partnering with organisations across more than 11 industries, our solutions help unlock trapped CX value.
We create meaningful interactions that exceed expectations through our digitally-powered, people-first approach. Rooted in a culture of diversity, accountability and respect, Probe CX designs scalable, end-to-end CX solutions by understanding the challenges of our clients, their employees and their customers.
From managed and outsourced services to intelligent automation and workforce transformation, our teams drive tangible results for businesses of all sizes. With over 40 years of experience building socially responsible and sustainable CX solutions, we are the partner of choice for next-generation driven CX.
