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Summary of Duties:
The Team Leader is responsible for managing, coaching and developing a team of Telesales Representatives handling inbound or outbound calls. The Team Leader is a key resource for the delivery of sales targets and must ensure that their team members have the product knowledge and/or sales techniques to achieve these objectives.
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Main Responsibilities:
· Provides supervision, coaches, trains, schedules, monitors activities, and participates in performance assessment of sales staff; · Development to team members to meet/exceed objectives and targets in sales, productivity, revenue and quality standards · Motivates sales team and fosters positive work environment · Ensures that all customer needs are met and go above and beyond expectations to ensure total customer satisfaction · Coordinates sales campaigns and incentive programs in order to increase sales performance, customer service and productivity · Analyzes sales results to detect trends and recommend solutions to contribute in attaining individual sales goals and those of the team · Provide a proactive approach by taking the initiative to resolve problems · Ensure delivery of quality of service through call monitoring and complaint resolution · Coaching and mentoring of team · Work with QA team and utilize quality monitoring and any other supporting data to assist with coaching and feedback · Coach and mentor Team Captain · Appropriately addressing human resource issues, such as attendance, interpersonal conflicts in the workplace and consults with Call Centre and HR Manager for guidance · Participate and/or lead in internal/client calibration sessions · Provide recommendations for improvement of processes and procedures · Conduct monthly and yearly performance reviews · Responsible for managing and producing daily, weekly, monthly and yearly statistics and KPI’s · Assist management with development of program and team goals · Assist with other duties, e.g. dialing, quality assurance when required · Assist with projects and other duties as requested or assigned
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Skills and Qualifications:
· Must meet Transfer/Rehire eligibility requirements · Must have high school diploma with relevant work experience · Post-secondary education is an asset · Excellent leadership skills · Strong communication and customer service skills · Effective and accurate decision making skills · Strong organization and planning skills · Ability to respond to adverse situations, i.e. system problems, irate customers, high call traffic
· Flexibility to work varying shifts or additional hours as dictated by business needs
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Personal Attributes:
· Strong team player with a willingness to go beyond the normal scope of the job · Must be self-motivated · Ability to motivate and build morale in a telesales environment · Flexibility to work additional hours as dictated by business needs · Must be prompt for work · Must have excellent verbal communication skills · High tolerance for a fast paced demanding environment · Ability to handle sensitive information and maintain confidentiality
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