Sales Supervisor Training
Welcome to the Team!
Today we will go over some training with our current software and some best practices of being a Supervisor.
- Organizational Charts
- Management Responsibility
- Escalating Issues
- Who to go to for various issues/questions
- Managing Inboxes
- Shift responsibilities
- Team Management
- “How to”
- Next Steps
- Shadowing SOD for each shift
- Lectures 62
- Quizzes 5
- Duration 50 hours
- Skill level All levels
- Language English
- Students 4
- Certificate No
- Assessments Yes
Meet the Team
Get to the know the Team and their responsibilities
In this session you will learn who in each city you would be able to escalate your issues to. We will also go over best practices on how to deal with difficult guests.
Supervisor will be managing a few different inboxes. Below we will go over the inboxes that you will oversee. Go over which inbox is internal and external. Also when sending request's which outbox you should include for send it from.
This is an email inbox that we use to communicate internally though outlook.
Zendesk is a ticketing system, designed to help you track, prioritize, and solve customer support interactions. It helps you nurture guests relationships with personalized, responsive support across any channel.
We will go over your day to day task. A "to-do-list" helps maintain a steady workflow, but we also know priorities change unexpectedly. With this check list it helps not be be overloaded and make necessary adjustments through out the day.
Talkdesk is a unicorn cloud-based contact center, unified communications and artificial intelligence software provider founded in Portugal in 2011. It is headquartered in San Francisco, with offices in London, Lisbon, Madrid, Salt Lake City, Coimbra, Aveiro and Porto.
- Checking Orders, updating orders with issues and Switching rev for rep
- See inventory
- Daily sales
- Jira tickets
- Assign a task on a lead
- Setting up Balance Due report
- Changing Lead Queue
- Turning off Accounting Request notification
- Approving Accounting Request
- Changing name on orders in Anchor
- Tax Exempt
Teleopti is a WFM (workforce management) solutions system. Cloud offers advanced planning possibilities and operational solutions for contact centers
This is the back end booking engine and platform that we use to pull boarding reports and find orders that did not migrate over to Compass
Confluence is a web-based corporate wiki developed by Australian software company Atlassian. Atlassian wrote Confluence in the Java programming language and first published it in 2004. Confluence Standalone comes with a built-in Tomcat web server and hsql database, and also supports other databases.
WOW buck process
What are Wow bucks? Our WOW bucks are given to you for exercising OSS. Upsells, high net sales, new orders, and helping each other on the floor are great ways to start! Keep an eye on the WIKI for daily contests to see how you can optimize your WOW Buck intake. WOW Bucks will go toward a giant raffle (Date TBD). Past raffles have contained cruise vouchers, Amazon Echo Dots, gift cards, Company Gear, and much much more. Most of all, WOW Bucks are in place as a reminder of how much we appreciate you! Keep the sales going and keep your eye out for ways to get your WOW Buck bank roll high. The bucks come in denominations of $1-$100, so remember to count carefully. Every $10 in WOW Bucks equals one raffle ticket.
"How to" on some outlook items
SOD training Quiz
Management Team Request off Process
The scheduling process for the Management Team is different than it is for the Agent Team. The first major difference is that the management schedule is built in Excel vs. Teleopti MyTime. The other major difference is the way Management Team members request time off.