JOB DESCRIPTION CODE

Virtual Line Manager

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Role Profile

Requisition Title: Virtual Line Manager

Standard Title: Virtual Line Manager Profession: Customer Service & Sales

Discipline: Customer Service Project: SAP Online Store

Partner/Segment: EMEA,APAC and India Version 1.1

Short Role Description

This role is responsible for servicing the inbound voice calls related to SAP products via :

 Manage team performance

 Manage team attendance
 Deliver performance feedback
 Ensure team motivation
 Manage overall personnel, performance, daily operations and discipline of the assigned team

Estimated Annual
Responsibility/Activity
% of Time

Client/Customer Management:

 Answer clients questions related to the company product via live chat and phone
 Share continual responsibility for deciding how to manage the employees ensuring calls are
handled efficiently and effectively
 Update clients about their requests and complaints status accordingly
 Manage escalations and ensure resolution to all cases escalated by team
 Ensure service enhancement by reviewing the clients’ feedback gathered by the team
 Provide daily direction and communication to employees so that customer service calls are
answered in a timely,efficient and knowledgeable manner
 Provide continual evaluation of processes and procedures
 Escalate clients’ requests and complaints to appropriate channel
 Manage issues that are beyond the training level provided using good judgement and initiative 80%
 Provide full support to end user following protocols agreed between SELLBYTEL and our client,
focusing on quality and appropriate communication using CRM
 Identify and implement innitiatives to drive customer satisfaction,increase efficiency and boost
team productivity for small business customers
 Have appropriate judgement in upward communication regarding department or employee
concerns

SAP-Job Description-Virtual Line Manager

 JOB DESCRIPTION CODE
Virtual Line Manager

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Knowledge Management:

 Responsible for developing and suggesting methods to improve operations efficiency and service
to both internal and external customers
 Share knowledge with team through direct communication with the team or by updating 10%
knowledge sharing tools
 Continuosuly seek to improve knowledge regarding the SAP products and services
 Proactively research problems and solutions. Share this information with the team
 Perform other tasks assigned by management within the competence

Training & Development:

 Provide continuous coaching to team members

 Ensure employees have appropriate training and other resources to perform their jobs 10%
 Attend training on new/updated products or procedures
 Ensure continuous personal development and training to build capacity to better manager the tasks
and the team

Skills Profile

Knowledge, Skills and Abilities
 Associate’s Degree/Diploma required, Bachelor’s Degree preferred
 Minimun 8 years of sales experience inclusive of 2 years of team management
experience in equivalent role
 Proven track record in customer service with Sales Management experience
 Minimun 3 years in supervisory role or team lead in an IT/Telesales environment
 Minimun 4 years of working experience

SAP-Job Description-Virtual Line Manager