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.