Responsibilities:

Management of Call Centre:

  • Coordinating staff rosters and overseeing their job responsibilities day to day and Match Days
  • Reporting on inbound/outbound phone sales and database statistics
  • Maintaining Call Centre Services procedures manual (service and sales) and documentation for staff
  • Manage daily team briefings and sales targets, maintain accurate level of data within membership database
  • Monitoring inbound emails and responding where appropriate, deal with customer complaints
  • Working with Supporter Communications Specialist to communicate to members via web, email, mail & SMS

Prospect and Lead Generation:

  • Identify behaviours or personal traits to enable members to consider signing up as member or upgrading
  • Oversee the management of all prospect data ensuring proactive and structured follow up
  • Work with Sales Retention Specialist to identify key leading and lagging indicators related to membership sales, renewal and retention

First Year Members:

  • Overall responsibility for the retention of members in their first year of membership
  • Working alongside the Sales Retention Specialist to continually review the existing Reward and Recognition program for First Year Members

Call Centre Team:

  • Process new memberships and  renewals through the membership database (Archtics)
  • Development of a “Member Induction” program that seeks to engage members as soon as they join
  • Ensure all inbound phone calls are answered efficiently and call wait times are minimal
  • Outbound sales and service calls, Data Integrity  
  • Create a Quality Assurance process for team members to adhere to in making the membership process seamless for supporters over the phone and face-to-face.

Competencies/Experience:

  • 3 years demonstrated Sales experience in either Telemarketing, Health Club or Sporting Membership sales
  • Team Leader/Management experience, strong interpersonal and negotiation skills
  • Strong working knowledge of Microsoft Office Suite programmes 
  • Proven track record in customer service related role and ability to resolve conflict

If you are interested in applying please forward your CV and application letter to employment@carltonfc.com.au by 5.00 pm Friday 22nd May 2015

Please note only candidates shortlisted for an interview will be contacted.