Remote vacancy.

Online school Foxford is looking for a Telemarketing Department Team Lead.

About the Telemarketing Department:

• The Telemarketing (TM) Department is the “face” of the company, the first line that handles the majority of all client inquiries (website applications, calls, incoming messages in chat and email);
• The main task of the Telemarketing Department is to qualify leads, identify needs, and transfer the client's inquiry to the appropriate department, mostly to the Sales Department (SD), but sometimes to technical support, account management, etc. We work with AmoCRM, UIS, Voximplant;
• The additional education telemarketing team currently has almost 20 telemarketers (up to 35 in season) and 3 senior telemarketers.

What you will be doing:

The key metric for which the Telemarketing Department Team Lead is responsible is CR from TM application to SD application; other metrics: first touch SLA, communication quality, missed call percentage.

To work with these metrics, you will need to manage a team of 20+ employees, specifically:

• Organize and optimize the complete inbound application processing cycle;
• Monitor communication quality (there is a quality control department) and SLA;
• Conduct meetings with senior operators: analyze metrics, identify problem areas;
• Hire, train, motivate, and develop operators;
• Prepare reports on group metrics for the department head;
• Regularly interact with the SD regarding lead quality;
• Initiate improvements to processes and tools to increase team efficiency.

What is important:

• You have experience in a similar position (team lead/senior operator in a contact center: telemarketing, call center) – from 1 year;
• You have managed a team of 15+ people (conducted meetings, created shift and vacation schedules, evaluated operator call quality, provided feedback, worked with motivation);
• You have experience working with CRM and IP telephony (user level);
• You know contact center metrics: CR, SLA and can influence them through team management;
• You have experience in process optimization: creating department regulations, training telemarketers, operational control of task and KPI execution.

Conditions:

• Competitive salary: base pay + monthly bonus for performance (total income up to 95,500 net);
• Employment according to the Labor Code of the Russian Federation, includes voluntary medical insurance, sick leave compensation. And if you catch a cold — they will send you a vitamin box;
• Remote work (from the Russian Federation) on a 5/2 schedule (but if you prefer, you can work in the Moscow office at Tulskaya);
• A laptop is provided for comfortable work;
• Freedom of action: we are ready to support any of your boldest ideas and hypotheses if you can justify them;
• We trust our colleagues, assuming they are professionals, and do not engage in micromanagement: the result of your work is important, not your schedule;
• Development: corporate foreign language courses, discounts on Netology and Foxford products, access to an online library, and reimbursement for external training;
• Accredited as an IT company, we can provide relevant benefits, including deferment from military service and preferential mortgage programs.

Hiring process:

• Interview with a recruiter;
• Test task;
• Interview with the hiring manager;
• Offer.