Job descriptions:
Team leader will be directly responsible for tasks including (but not limited to):
- Manage the Customer Experience, Inbound and Outbound Sales team.
- Provide strategy & achievement plan to ensure team members achieve daily, monthly sale targets.
- Maximize booking conversion and ensuring that customers are successfully shown up at centers.
- Analyze sales metrics and prepare performance reports.
- Oversee the day-to-day operations of our teams.
- Perform quality monitoring as required to improve overall service quality.
- Ensure that internal policies, procedures, and compliance regulations are being followed Identifying operational / training issues and helping team in fixing these gaps.
- Prepare training material, scripts based on analysis. Support management team to build SOP.
- Train new joiners and existing members in selling skills, soft skills, call handling, ticket handling, and communication skills.
- Mentor and develop the skills of team members through coaching and training.
- Monitor performance and lead the team to achieve key performance indicators (KPIs) and provide an excellent service to customers.
- Evaluate customer feedback and identify ways to maximize customer satisfaction.
Job requirements:
- At least 1-2 years experience in customer service/ call center/ tele-sales environment in similar role.
- Good at English.
- Intermediate to advanced reporting skills.
- Ability to identify and analyze data for trends.
- Experience in providing performance feedback to motivate and mentor agents.
- Pro-active, hardworking and detail oriented.
- Well-developed communication skills, ability to communicate to all levels.
- Able to understand customer requirements and deliver an excellent level of service.
- Organizational skills with the ability to handle multiple tasks; prioritize effectively and demanding workload.
- Sale and Problem-solving skills.
- Excellent team player.
- Effective team co-ordination and leadership skills.
- A high level of commercial awareness.
- Flexibility with the department's shift rotation pattern.
- Knowledge of customer service software and systems.
