The person will be responsible for Monitoring, Feedback, and Coaching team members on the floor. The Team Leader primary responsibilities are to get the desired performance from the team members by real time monitoring, Feedback sharing and Coaching.
Job responsibilities:
Deliver SLA & KPI
Manage & motivate a team of 15+ Telesales operator
Manage Sales target month on month (Outbound )
Maximize Productivity
Monitoring calls, giving feedback, Preparing reports and report to management on areas of improvement.
Conducting team meetings, pre/post/mid shifts, BPS.
Create future prospects for company.
To recruit, induct, develop and support a team delivering front line customer services to ensure resolution of enquiries, complaints and request for services at the earliest possible opportunity.
To supervise the workload of the team, allocating team members to optimise service provision and administrative support across the hours of the operation of the Contact Centre.
Deliver the required volume of effective coaching.
Attrition, Shrinkage, Roaster management.
Desired Candidate Profile
Desired Profile
Candidate should have excellent communication and interpersonal skills.
