Team Leader
- IMetrix
- 1 to 6 Yrs
- Multi-City, India
- 4 years ago
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Job Description
JOB DESCRIPTION FOR THE ROLE OF: TEAM LEADER
Position: Team Leader Operations (Voice)
Operations: Telesales Voice (Inbound & Outbound)
Operating Geography: United States
Work Shift: Night Hours (IST)
Role Type: Full Time Permanent Position
Reports to: Assistant Manager Operations;
Brief: We are looking for a skilled Team Leader Voice Operations who can lead and manage our telesales 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. You 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.
Responsibilities:
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
Conducting timely coaching sessions with the team members one to one or in group to help improve performance
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 member leave applications and help keep leaves to a minimum
Manage team attrition and help keep attrition within the team to a minimum
Ensure timely reporting by all team members in a consistent manner to adhere to daily production requirements
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
Ensure that all company policies are observed and duly followed by the assigned team members
Document feedback and coaching sessions with proper sign-offs and records management
Academic Requirement:
HSC or Bachelors or Masters in any stream (except Engineering)
Call Center related certifications are a plus
Production or Operations related certifications are a plus Experience
Requirement:
Proven work experience as Team Leader for Call Center Telesales Inbound or Outbound voice operations for a minimum of 6 to 9 months
Some work experience in a US process is preferred
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 Weekly Offs: 2 per week
Employement Category:
Employement Type: Full timeIndustry: BPO / Call Center Role Category: Customer Service (International)Sales / BD Functional Area: Not ApplicableRole/Responsibilies: Team LeaderContact Details:
Company: iMetrix SolutionsLocation(s): Multi-City, India
Keyskills: international sales international call center domestic sales team leadership
IMetrix
iMetrix Solutions Pvt Ltd. is a full service outsourcing solutions provider with great expertise in the areas of customer service, lead generation and customer acquisition. iMetrix Solutions is in its own capacity a full blown client-service oriented company using multiple mediums to deliver best ...
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