You are our missing piece of the puzzle if:

• You have an advanced level of written and spoken German (C1 and above) and medium level of English

• You have a background in sales and are determined to achieve sales targets

• You think businesslike

• You possess excellent attention to details and active listening skills

• With a problem-solving orientation, you are open and collaborative in identifying issues and finding creative solutions

• You get your energy and motivation from helping people and achieving goals

• You put the team and the sales results first and yourself second

• You have great communication and interpersonal skills

• You are patient and cool under pressure

• You are autonomous and have strong time management skills

• Flexibility is one of your strong points and you can handle tight deadlines

If you already checked the requirements above, we want you in our team!

Responsibilities may include:

• Enrollment in client facing activities:

• Scrubbings

• Analysis

• Calibrations

• Business Reviews

• Evaluate agents call and case handling with regard to:

• Selling techniques

• Application of selling points

• Willingness to close sales

• Verbal and nonverbal atmosphere

• Audit an agreed % of agent cases per day and provide the Team Managers with regular updates

• Stay up-to-date regarding:

• Our product and our content self-initiatively

• Our goals and the current performance of the team

• Monitor the levels of sales skills and quality provided to customers and provide feedback to OPS Leadership Team

• Identify what influences our sales results and provide feedback to OPS Leadership Team actively

• Identify emerging trends that influence our results and report them early and actively

• Summarize sales trends and common objections from customers (e.g. on a weekly basis)

• Motivate agents in day-to-day business

• Feedback sales and quality results in coordination with OPS Leadership team

• Develop individual actions for agents to improve their performance and keep track of the results

• Develop and implement briefings, for example regarding:

• Product changes

• New communication guidelines

• Keep internal overviews up-to-date, for example ongoing sales promotions

• Identify and implement initiatives to drive up sales and Customer Satisfaction

• Work closely with OPS and Customer Experience team, assessing:

• Workload

• Sales/CSAT/QA performance

• Complete root cause and process gap analysis for:

• Executive escalations

• Specific client complaints

• Respond to local stakeholders in a timely manner and brainstorm with operations on proactive solutions to minimize customer dissatisfaction scores

Operational alignment:

• Attend meetings with AGM and CE Manager to reveal:

• Findings

• Trends

• Recommendations that will improve operational KPIs

• Participate within Weekly, Monthly and Yearly Business reviews

• For targeted analysis calibrates:

• Project scope

• Auditing sample size

• Recurrent touchpoints to communicate progress

System tools:

• Ensure access to all the available tools are monitored on a regular basis

• Maintain consistent dialogue with IT, client and stakeholders so that uptime remains 100%

Additional tasks:

• Perform any other reasonable tasks needed for process excellence

• Deliver coaching/feedback sessions when/if needed

• Handle calls in special circumstances:

• AHOD

• High volume periods