Job Description: 

The ideal candidate would manage, direct and control a dedicated team of employees to ensure that they meet up with targets and perform their duties according to laid down instructions and guidelines. The candidate may also be involved in hiring, training, scheduling, and other leadership duties.

Responsibilities/Roles: 

• Be in charge of running and managing the telemarketing team
• Understand all organization’s products, services, procedures and guidelines and communicate same to all team members
• Monitor calls to ensure that due procedures and quality standards are strictly adhered to
• Host 1-2-1’s and team meetings regularly to review of agents’ performance and organize training sessions for low performers
• Submit regular daily sales reports (DSRs) to management and seek new ideas and strategies to improve/increase/boost the number of daily sales or transfers
• Keep up with trends and happenings in the industry, ensuring adherence to industry standards and company policies
• Accompany Manager Operations to ensure a safe, respectful, professional and harmonious working environment for all other team members
• Lead and inspire a team of sales agents to deliver excellent levels of individual/team performance and customer satisfaction

Qualifications/Requirements

• Ability to work night shifts
• Minimum of 2 years’ experience within a call center environment as a Team Lead/Floor Manager
• 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