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 3 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 departments shift rotation pattern.
Knowledge of customer service software and systems.
