Job Description

As a Tele sales Team Leader, you will be a key contributor, managing a team of tele sales operators and ensuring efficiency of their activities. Your efficiency at this position will be measured by achievement of your personal KPIs as well as by achievement of your team members KPIs. You need to be able to know and keep lead handling standards on the required level, facilitate coaching and training sessions to enhance team skills. You'll play a crucial role in optimizing team performance and ensuring customer satisfaction.

What you'll do:

o? ?Manage a team of Tele sales Operators providing its efficiency.

o? ?Monitor agents' calls, emails, and interactions to ensure achievement of KPIs, adherence to daily tasks and lead handling standards.

o? ?Evaluate tele sales interactions based on QA Scoring, script adherence, communication effectiveness, and CRM accuracy.

o? ?Provide daily and monthly reports on team performance, leads performance, and client satisfaction, addressing any challenges or pain points and making analysis and comments of the figures provided.

o? ?Ensure proper communication with all interacting departments (Sales, Marketing, Tech support, HR etc.)

o? ?Actively come with suggestions how to increase efficiency and enhance processes.

o? ?Monitor lead handling processes to ensure achievement of lead qualification ratios, raising challenges hindering success.

o? ?Ensure timely handling of fresh leads and conduct training sessions to enhance team skills, followed by on-spot coaching for improvement.

o? ?Keep your team members highly motivated by assuring fair appreciation of their results and engagement in overall compensation plan development.

o? ?Conducting of the contests among operators and taking active part in their development and launch.

o? ?Conduct team and one-on-one meetings to ensure alignment with company strategies and gauge team satisfaction and engagement levels.

o? ?Handle additional tasks assigned by managers or stakeholders promptly and professionally.

What we're looking for:

o? ?Excellent verbal and written communication skills.

o? ?Knowledge of key metrics for contact Centre operations and ability to use them for efficiency gain.

o? ?Proficiency in monitoring calls, emails, and other interactions for adherence to scripts and effective communication.

o? ?Strong skills in CRM system data entry and accuracy.

o? ?Strong analytical skills to interpret data and generate meaningful reports on team and lead performance.

o? ?Proficiency in using CRM systems and other relevant tools for data analysis.

o? ?Knowledge of contact centres' tech solutions and understanding of main processes

o? ?Proven ability to conduct effective training sessions for tele sales teams.

o? ?Strong organizational and time management skills to ensure leads are attended to promptly.

o? ?Ability to handle additional tasks assigned by managers or stakeholders in a timely and accurate manner.

o? ?Ability to identify challenges in lead handling processes and propose solutions.

o? ?Ability to motivate and inspire the team to achieve their targets.

Job Type: Full-time