Mgr, Tel-Sell

Position Summary:
The Tel-Sell Manager will plan, organize, direct and control the activities of the retail support specialists (RSS). Will audit and provide reporting metrics as to the effectiveness of the inside sales organization. They will also be a working supervisor and will provide phone support as needed in staff shortages or high volume scenarios.
Job Functions:
Oversee the day to day activities of the Tel-Sell representatives
Responsible for the training of assigned personnel
Manage the process of initiating retailer calls by telephone, analyze retailer feedback and provide information requested or ascertain who can best provide the information and route the request to the proper person
Establish call lists and retailer order priorities with the RSS staff
Draft Tel-Sell scripts for Lottery review and approval
Assist the CSP Manager with establishing goals, incentives and departmental promotions
Report retailer information to management regarding all products and services experienced by the retailers
Train, explain tasks and assist in the solution of problems
Prepare and present reports and other documentation on a timely basis
Review RSSs paperwork, including, but not limited to, daily call and phone activity reports
Monitor Automated Call Distributor (ACD) daily and provide monthly reports or as needed
Implement key corporate initiatives as required
Establish quarterly and annual goals with each inside sales rep., and evaluate at the end of each quarter
Monitor Lottery ticket sales and take action to help maximize sales for each inside sales rep.
Provide daily direction and feedback to ensure the RSSs have a good understanding of the job and current priorities
Serve as a conduit between RSSs and the Lottery by quickly communicating to the Lottery any questions or problems encountered by RSSs to the appropriate parties at the Lottery
All other duties as assigned
Position Requirements
Position Requirements/Qualifications:
High School Diploma or equivalent
Excellent computer skills including, but not limited to, "MS Office" applications (Outlook, Excel, Word, Access, PowerPoint etc.)
5 years' experience in Customer Service related role
1-3 years supervisory experience
Experience with the Lottery is a plus
Proven telephone customer service experience
Good administrative skills and the ability to prioritize
Detail oriented
Excellent verbal and written communication skills
Ability to remain tactful and diplomatic in difficult situations
An understanding of the dynamics of selling in a retailer environment
Basic math aptitude
Ability to handle multiple task/project simultaneously
SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, ethnicity, gender, sexual orientation, veteran status, or on the basis of disability or any other federal, state or local protected class. If you'd like more information about your equal employment opportunity rights as an applicant under the law, please click here EEOC Poster.

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