Location
Mumbai | India
Job description
Roles & Responsibilities
We are looking for a skilled Team Leader – Voice Operations who can lead and manage our Inside Sales teams to help bring increased production performance. The Team Leader will routinely participate in the hiring or selection of candidates for production, audit calls of the telesales production team(s) and provide timely feedback as needed, conduct sales coaching sessions one-to-one or in group to help increase performance, provide frequent process updates, motivate team members from time to time and thereby help achieve the desired call center production objectives.
He/She should have great communication skills so as to be able to effectively communicate with the production team and also great interpersonal, and customer service skills along with some experience of implementing best practices and a good understanding of coaching employees with empathy leading to increased performance.
Deliverables - Drive Sales via inbound and outbound channels
- Keep constant check on sales metrics for each team member and for the whole team – hourly, daily, weekly and monthly and ensure that all sales targets are met consistently
- Keep a constant check on Dialer or other assigned platforms to help keep inbound call abandons to a minimum acceptable level and to help increase call answering efficiency
- Publish daily and weekly reports to keep Production team updated of team performance
- Responsible for some level of participation in the hiring and selection of candidates needed for the production floor from time to time
- Responsible for auditing calls along with making detailed notes of observations for feedback, as and when needed
- Conduct and Document feedback and coaching sessions with proper sign-offs and records management
- Share frequent updates with team members with regard to their individual sales performance, incentives, performance gaps, etc.
- Develop and motivate team members to ensure optimum performance levels at all times
- Manage team Shrinkage & Attrition and help keep attrition within the team to a minimum
- Ensure that all company policies are observed and duly followed by the assigned team members
Academic Requirement - HSC or Bachelor's or Master's in any stream (except Engineering, Medical Science)
- Call Center related certifications are a plus
- Production or Operations related certifications are a plus
Experience Requirement - Proven work experience as Team Leader in an International Call Center Sales/Collections Inbound or Outbound voice operations for a minimum of 1Year
- Work experience leading Sales team(s) in a US voice process setting(Mandatory)
Skill Requirement - Knowledge of MS Office suite with proficiency in MS Excel preferred
- Good interpersonal, customer service, verbal and written communication skills
- Positive and patient approach to work with problems/issues
- Ability to multitask and remain calm under pressure, especially during peak hours
- Strong coaching and team management skills, ability to motivate team members
- Ability to exhibit a very polite, courteous and professional approach at all times
Skills: communication skills,management,sales acumen
Job tags
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