Location: Tunis, Tunisia

Overview of Role:

If you are results-oriented with experience driving your team to excellence and seeking the next exciting opportunity in your career, this could be the perfect role for you!

You will provide effective guidance, training and direction to our well established sales and customer service teams in order to attain annual goals, expand the customer base, and ensure utmost customer service. 

As part of the Contact Centre Management team you will work with your senior team on action plans, tracking performance, dashboards, metrics, and promoting a positive environment.  

The ideal candidate must be results oriented and have experience working in a sales environments driving consistent revenue growth while providing outstanding customer service.  This role requires you to be motivated, focused, and continually striving to grow the business.

Responsibilities;

• Directly manage a team of Supervisors, Team leads and overseeing the agent teams by conducting weekly KPI performance reviews, pipeline reviews and through constant coaching, mentoring and motivating. 
• Responsible for the department hiring, training, retention, and succession planning in order to meet company growth targets 
• Mentors Contact Centre Supervisors and Team Leads to further develop their management and business operational skills
• Develops and aligns workforce strategies to address key business plans and facilitate organizational change initiatives
• Collaborates with executive management to build the contact center operations strategy and infrastructure in a rapid-growth environment
• Monitor employee productivity and motivate team to reach daily, monthly and quarterly targets. Create and manage KPIs
• Implement and maintain a challenging and rewarding incentive program to improve overall performance 
• Provide ad hoc and formal feedback to team, including development feedback 
• Work company-wide to improve business efficiencies and maintain a positive customer experience
• Ensures policies and procedures are adhered to daily 
• Forecast quarterly and yearly business revenue, driving significant growth year over year 
• Strategize and creatively implement change to continually grow the business 
• Make decisions quickly
• Ensures Supervisors are listening to calls to assess customer service levels and provides feedback as necessary. 
• Responsible for meeting contact centre operational standards, maintaining employee service levels, and improving quality of service
• Contribute to team effort by assisting other departments in accomplishing their respective goals and performing projects as assigned
• Maintain professional and technical knowledge by attending industry workshops, staying up-to-date on industry tends
• Performs other duties as assigned

Required skills and experience;

• 5+ years of experience in phone-based sales environment
• Previous Experience in a leadership position or Support Role (Lead, Coach, Trainer, Supervisor, SME )
• Fluent English language Required
• Ability to implement creative innovative solutions 
• Demonstrated success in effective leadership
• Proactive in thought and action, always striving to improve process and procedure
• Strong financial and analytical skills
• Motivating, aggressive, and results driven leader
• Strong interpersonal skills, ability to collaborate across the organization
• Excellent verbal and written communication skills
• Experience in developing KPIs and its management.

About National Pen

National Pen’s personalized promotional products are created for and inspired by small businesses. With more than 50 years of experience and serving 23 countries worldwide, National Pen provides personalized marketing solutions that help businesses connect with their customers through a personal brand experience. National Pen offers a broad range of personalized promotional products, including writing instruments, stationery, drinkware, bags, gifts, and trade show accessories, and operates via a network of more than 10 facilities across North America, Europe, Africa, and Asia.

National Pen is a Cimpress brand (Nasdaq: CMPR).