About the Opportunity
We are looking for a dedicated and detail-oriented Tailor-Made Controller to join our team. This role is instrumental in ensuring the Tailor-Made Sales Team meets their monthly target in closed-won sales. The Controller will facilitate the qualification of leads, efficient assignment of cases to agents, and handle daily staffing and skilling tasks, thereby enabling the team to meet critical Service Level Agreements (SLAs).
Key Responsibilities:
- Lead Qualification:
- Review and qualify incoming leads based on established criteria to ensure quality prospects are pursued.
- Collaborate with the sales team to ensure the timely and accurate processing of qualified leads that align with the sales targets.
- Case Assignment:
- Assign qualified leads and cases to appropriate sales agents based on workload, expertise, and availability to optimize performance and productivity.
- Monitor case assignments to ensure agents are following up effectively and adhering to SLAs, specifically ensuring 24-hour SLA on proposal submissions and requotes.
- Staffing and Skilling Tasks:
- Handle daily staffing tasks, ensuring appropriate coverage for all team functions and that specialists are adequately skilled for the cases assigned.
- Assist in scheduling agents based on demand, specific skill sets, and availability to maximize operational efficiency.
- Regularly assess agent skills and qualifications to facilitate relevant case assignments and training opportunities.
- SLA Monitoring and Compliance:
- Track and ensure compliance with SLAs, including 24-hour turnaround for proposal submissions and requotes, and 72-hour follow-up on leads.
- Develop and implement processes to improve SLA adherence and rapidly address any delays or issues that arise.
- Notify management and the sales team of any risks related to SLA compliance, providing solutions to mitigate potential impacts.
- Communication:
- Serve as point of contact for Sales Managers and Business Development Managers regarding case assignments, workloads, and SLA statuses.
- Keep Sales Team informed of lead statuses and any changes in assignment priorities, thereby ensuring optimal response times.
- Facilitate communication between the Tailor-Made Sales Team, Sales Management and Executive Team to convey challenges and successes regarding lead and case management.
- Simple Escalations:
- Serve as the first point of contact for simple escalations from agents regarding client inquiries, case complexities, or workload concerns.
- Evaluate escalation requests and provide immediate support or resolutions where possible; escalate more complex issues to management as needed.
- Document escalation outcomes and share insights with the team to identify recurring challenges and implement solutions for future cases.
- Reporting and Analysis:
- Maintain accurate records of leads, cases, and staffing assignments in Salesforce.
- Generate weekly and monthly reports on lead qualification outcomes, case assignments, SLA adherence, and overall sales performance towards the monthly target in closed-won sales.
- Provide feedback to management on trends and potential improvements in workflows, processes, and staffing configurations.
- Collaboration:
- Work closely with sales management and agents to ensure alignment on priorities and objectives to meet sales targets efficiently.
- Participate in team meetings to discuss lead qualification strategies, case assignments, SLA compliance, and staffing needs.
- Lead training sessions for agents on processes, tools, and best practices for achieving SLA compliance and maximizing sales success.
About You
- Bachelor’s degree in Business Administration, Communications, or related field preferred.
- 2+ years of experience in a support or administrative role, preferably in a sales or customer service environment.
- Strong organizational and multitasking skills, with the ability to prioritize tasks effectively in a fast-paced environment.
- Excellent analytical skills with attention to detail and the ability to draw insights from data.
- Proficiency in CRM software such as Salesforce and Microsoft Office Suite (Excel, Word, PowerPoint).
- Strong verbal and written communication skills to liaise with various stakeholders and build rapport with team members.
- Problem-solving mentality with the ability to work independently and as part of a team.
- Amenable to work on shifting schedules including mid-shift, night-shift, weekends and Public Holidays.
About Discova
As a leading regional destination management company operating in numerous destinations across South, East, and Southeast Asia, joining the Discova team means being in your element.
Discova holds responsible travel at its core, working responsibly with customers, host communities and local business partners to offer the best value, highly rated experiences with customer satisfaction as a hallmark of their service. As a company, we provide thrilling global career advancement opportunities, a wonderful and supportive team culture, distinctive leave benefits, and social events that stand out in the industry.
Discova’s people are homegrown—95% are locals, blending local know-how with an understanding of what makes a Discova trip to their home country special.
To be part of the Discova family is to be in your element, and being in your element means being the best you can be in any situation, doing what you love, whatever your role, being valued for who you are and what you do, continuing to grow as the world changes, and joining a family that creates a world of possibilities.
To learn more about Discova click: https://www.discova.com/
Work Perks!
What's in it for you: We are renowned internationally for having amazing perks and an even better culture. We understand that our people are our most valuable asset. The passion and dedication of our teams keep the company on top of the industry ladder. That's also why we offer some great employee benefits and perks outside of the norm.
Have fun: At the heart of everything we do at Discova is a desire to have fun. Reward and Recognition: Celebrate your and others' success at our regular Buzz Nights and the annual Global Gathering—you'll have to experience it to believe it!
Use your smarts: Our people always use their quick thinking, expertise, and tenacity to figure things out.
Love for travel: We were founded by people who wanted to travel and wanted others to do the same. That passion is evident in our people and service. From travel discounts to inspection trips, travel invigorates, and this transcends into our culture.
Be appreciated: Our benefits go beyond the industry standards as we truly value those seeking growth with Discova for an extended period. Working holidays, extended leave and work anniversary benefits are all part of the Discova philosophy.
Personal connections: We are a big business founded on personal relationships. "We work globally, live locally" is one of our credos that really makes a difference in our world of travel possibilities.
A career, not a job: We offer genuine opportunities for people to grow and evolve. We back our people all the way, regardless of the results. We are firmly committed to supporting every employee's professional and personal development.
Giving Back: As one of the very few, we are proud to provide corporate social responsibility programmes across all our departments. These programmes support nominated charities through workplace giving, promote volunteering, and support fundraising initiatives through our employee giving and office environmental Programmes. All our employees can even enjoy one volunteer day per calendar year.
We thank all candidates for their interest; however, only those selected to continue the process will be contacted.
Exclusivity Notice: We are not currently engaging with external recruitment agencies for this specified position. Any applications received through a recruitment agency will be considered under the sole ownership of Discova. Should the situation change, we will communicate any updates accordingly.
