Job Description
The purpose of this role is to ensure the day to day management of a team of Sales Agents, driving daily, weekly and monthly targets within an Outbound Sales environment.
Sales Management
• Manage and drive sales team target and performance
• Develop the sales team through coaching and training and identifying skills gaps
• Plan, conduct and document coaching and training sessions in order to develop agents skills and knowledge to improve sales performance
• Measure and manage the Sales Agent team to ensue out-of-line situations are immediately addressed
• Communicates information in a timely, accurate and understood manner to all sales team members
Communication and Feedback
• Conduct team briefs as scheduled by the work force management team and inline with the weekly focus agenda set by the Operations Managers.
• Ensure regular feedback is given to Sales Agents with regards to action plans that have been set
• Ensure all relevant business communications are communicated to the sales team as and when required.
Reporting and Administration
• Sign off Sales Agents timesheets on a weekly basis.
• Track and accurately update operational performance files for Sales Agents on a weekly basis.
• Compiling and sending reports as required by the business for relevant updates.
Customer Satisfaction
• Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback.
• Work to resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate.
• Dive sales teams performance on systems and all metrics in accordance to the contractual obligation.
Qualifications
• Must be a Graduate
• 4 - 8 years experience driving Sales performance in a Team Leader/Supervisory role
• Experience in an environment using a dialer (Exotel /Avaya would be advantageous)
• Must have outbound sales experience working towards a target
Sales Management
• Manage and drive sales team target and performance
• Develop the sales team through coaching and training and identifying skills gaps
• Plan, conduct and document coaching and training sessions in order to develop agents skills and knowledge to improve sales performance
• Measure and manage the Sales Agent team to ensue out-of-line situations are immediately addressed
• Communicates information in a timely, accurate and understood manner to all sales team members
Communication and Feedback
• Conduct team briefs as scheduled by the work force management team and inline with the weekly focus agenda set by the Operations Managers.
• Ensure regular feedback is given to Sales Agents with regards to action plans that have been set
• Ensure all relevant business communications are communicated to the sales team as and when required.
Reporting and Administration
• Sign off Sales Agents timesheets on a weekly basis.
• Track and accurately update operational performance files for Sales Agents on a weekly basis.
• Compiling and sending reports as required by the business for relevant updates.
Customer Satisfaction
• Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback.
• Work to resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate.
• Dive sales teams performance on systems and all metrics in accordance to the contractual obligation.
Qualifications
• Must be a Graduate
• 4 - 8 years experience driving Sales performance in a Team Leader/Supervisory role
• Experience in an environment using a dialer (Exotel /Avaya would be advantageous)
• Must have outbound sales experience working towards a target
💡 Quick Summary
Seeking a career-building opportunity? The Call Center Team Lead position is now open for candidates interested in the BPO Jobs sector. This role in Mumbai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.