JOB DESCRIPTION

A Team Leader, who is often known as a supervisor or a team manager, is responsible for managing a team of Telesales Consultant. This team would typically consist of 10-15 Telesales Consultants, helping them to meet targets while reviewing performance and coaching them also.

Responsibilities:

• Work closely with the team, motivating and coaching them.
• Hosting 1-2-1’s and team meetings.
• Keeping up to date with business development and new product lines.
• Reporting to the CEO.
• Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving KPIs.
• Ensure training and development plans are maintained for all team members.
• Use company methodology, team input, and own initiative to ensure attendance and retention targets are achieved.
• Manage the fair and consistent application of performance management and disciplinary measures as necessary.
• Support the Management to highlight operational risks and areas for improvement.
• Lead and inspire the team to deliver excellent levels of individual/team performance and customer satisfaction.
• Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team.
• Work with the management team to identify and deliver positive change and business efficiencies.
• Escalate any appropriate problems to senior management.

JOB REQUIREMENT

• Call Centre Team Leader experience.
• Coaching and communication skills.
• Minimum of 2 years’ experience within a call center environment as a Team Leader.
• Experience within customer services.
• Excellent leadership and communication skills.
• Strong coaching and people-development skills through call listening, quality feedback, etc.
• Ability to deal with demanding customers and escalations.
• Energetic and motivating individual.
• Creative thinking.
• Ability to multitask.