Management functions

Management functions are understood as various aspects of a manager's work. Among them, there are four that underlie any management, regardless of the position and scale of responsibility.:

- Planning. The task of the manager is to identify the result that his team should achieve and the ways to achieve it. For example, in the OP, this means drawing up a sales plan for managers and operators. It includes the number of requests processed and transactions concluded, which is necessary to obtain the required amount of profit.

- Organization. This is the alignment of work processes in such a way that achieving the set result becomes possible. In a modern sales department, the head creates a single workspace for employees in CRM and other IT systems, and is responsible for ensuring that there are always enough resources and tools for effective sales. This also includes employee workload management and distribution of functions: who is responsible for cold calls, who is responsible for social media chats, who is responsible for lead flows from an advertising campaign, etc.

- Motivation. The manager determines the most appropriate motivation system, forms and coordinates the KPIs of employees — this is how the ratio of work productivity and bonuses is established.

- Control. There is a daily process of tracking all indicators that make it clear whether everything is going according to plan. In the world of sales, this is the formation and study of data on requests: received calls, missed calls, overall productivity of each employee individually, conversion to sales. Last but not least, the quality of conversations is monitored. With a virtual PBX, the necessary indicators and call records are collected in a user-friendly interface, where they are easy to study for quick decision-making.

- Coordination. Ensuring the consistency of the work of subordinates, creating working relationships between employees. With proper coordination, a beginner will not be left without a mentor, and there will be no situation when a client was promised to call back and did not call back.