Position: Assistant Manager International Sales (Inbound/Outbound)

Department: Customer Support

Location: Bangalore

Experience: 25 Years in International Sales BPO

Shifts: US / UK / AUS / Rotational (Process Dependent)

Role Overview

We are seeking a high-energy, data-driven Assistant Manager to lead a team of 1520 agents in our international trucking compliance division. This role is a hybrid of Customer Support, Sales, and Compliance Management. You will be responsible for ensuring your team accurately assists clients with Form 2290 filings via eform2290.com while aggressively driving upselling opportunities for products like MCS-150 and eUCR through Truckopedia.com.

The ideal candidate is a player-coach who thrives in a fast-paced environment, excels in outbound sales during low-volume periods, and possesses the technical grit to manage CRM workflows.

Key Responsibilities

Team Leadership: Manage and mentor 1520 production agents to meet and exceed KPIs (Conversion, CSAT, AHT, and Retention).
Sales & Upselling: Drive revenue by coaching agents on how to pivot from a support query to a sales conversion for MCS-150, eUCR, and other compliance products.
Operational Excellence: Monitor inbound queues and pivot the team to outbound campaigns during low-volume periods to maintain productivity.
Quality & Compliance: Conduct regular call monitoring and feedback sessions to ensure 100% accuracy in trucking compliance filings.
Hands-on Support: Lead by example by taking calls during peak volumes or handling escalated customer issues to ensure resolution.
Reporting: Generate daily/weekly performance reports using HubSpot and internal tools to track conversion rates and team health.

Candidate Requirements

Education: Bachelor's Degree (Graduate) in any discipline.
Experience: Minimum 2 years of experience specifically in an Assistant Manager role within an international call center.
Process Expertise: Proven background in both Inbound/Outbound Sales and Customer Support.
Technical Skills: Strong reporting skills and proficiency in CRM tools; HubSpot (Ticketing/Sales) experience is a significant advantage.
Industry Knowledge: Familiarity with trucking compliance (Form 2290, DOT, UCR) is highly preferred.
Flexibility: Must be willing to work permanent Night Shifts and jump onto the floor to take calls when required.

Core KPIs for Success

Conversion Rate: Percentage of callers successfully filing on eform2290.com.
Upsell Ratio: Successful attachment of MCS-150/eUCR products to base filings.
CSAT & NPS: Maintaining high levels of customer satisfaction and loyalty.
Team Utilization: Efficiency in transitioning between inbound and outbound modes.

ABOUT SILVERMINE GROUP:

Silvermine Group is the largest & most trusted provider of regulatory compliance services for the heavy trucking and transportation industries. Our compliance automation platform is secure, cloud-based, and certified by the IRS - helping over 100,000 customers every year file federally required documents - such as IRS Form 2290, Form 8849, and MCS-150 - accurately, securely, and on time. Our technology, highly skilled customer support, and relentless focus on product improvement and growth ensures that our customers equipment stays on the road and their businesses keep humming.

Website: Silvermine Group Products:eform2290 and emcs150

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