Telesales and Customer Service Team Leader (Telesales focused)

Team leader will be directly responsible for tasks including (but not limited to):
• Prepare training material, scripts based on analysis. Support management team to build SOP.
• Monitor performance and lead the team to achieve key performance indicators (KPIs) and provide an excellent service to customers.
• Manage the Telesales and Contact Center team (10- 15 agents).
• Train new joiners and existing members in selling skills, soft skills, call handling, ticket handling, and communication skills.
• Oversee the day- to- day operations of our teams.
• Maximize booking conversion and ensuring that customers are successfully shown up at centers.
• Analyze sales metrics and prepare performance reports.
• Provide strategy & achievement plan to ensure team members achieve daily, monthly sale targets.
• Evaluate customer feedback and identify ways to maximize customer satisfaction
• Ensure that internal policies, procedures, and compliance regulations are being followed Identifying operational / training issues and helping team in fixing these gaps.
• Mentor and develop the skills of team members through coaching and training.
• Perform quality monitoring as required to improve overall service quality.

• Intermediate to advanced reporting skills.
• A high level of commercial awareness
• Experience in providing performance feedback to motivate and mentor agents.
• Candidates with experience in customer service/ call center/ contact center/ complaint handling environment are highly preferred.
• Well- developed communication and problem- solving skills.
• Knowledge of customer service software and systems.
• Good at English (conversational level).
• Must have at least 2 years’ experience in telesales/ telemarketing with at least 1 year in teamlead/ management role. Knowledge of setting KPIs and developing sales strategy is required.
• Able to understand customer requirements and deliver an excellent level of service.
• Flexibility with the department’s shift rotation pattern (from 6am to 10pm).

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Cập nhật gần nhất lúc: 2024-11-19 18:10:05