Telesales Team Leader (Supervisor)

The responsibility of a Telesales Team Leader ( Supervisor ) is to manage 10 - 15 agents who are task to promote and sell Broad Band and Financial product to Customers

Job Description

Key duties:

  • Manage Day to Day Call Center Operations. ( Number of calls made or handle, Contact Rate, Conversion Rate, Email handling, Schedule to Adherence, etc )
  • Perform call monitoring to ensure that agents are adhere to SOP in calls and drive positive Customer Experience
  • Conduct Coaching through Daily Huddles, Side by Side, One to One, and Calibrations to close or address the development area's of agents
  • Conduct New Employee Orientations, New Hire Training, Handle On Job Training and Performance Improvement Process
  • Generate, Analyze and monitor reports from department level to Agent level to identify the area of improvement and build a Coaching Plan to improve the overall department performance. ( Sales Revenue, GP, process and call efficiency, Customer Experience, etc )
  • Create and review sales process, SOP, Compliance & Standard Talk Off and ensure Agents are comply to it and in order to further enhance the productivity
  • Ensure all Reward and Recognition programs are executed in timely manners
  • Responsible for Ad hoc projects

Skills & Requirements

  • Diploma in any field or equivalent
  • At least 5 years experience in Call Centre / Telemarketing which at least 1 year in a team leader position
  • Must have a level of proficiency with Internet, Email and Google programs
  • Good command of English
  • Able to deliver high quality work on time and work under pressure
  • An innovative team player who is dynamic, motivated and process oriented with the determination to succeed

Please send us your résumé, examples of your best works, sketches, prototypes or anything else that demonstrates your interest and ability.