As a team lead, he/she would have experience in a supervisory/manager role in a call center. The incumbent would be the primary point of contact with client and would be responsible for all day-to-day activities. Key responsibilities would include:
- End-to-end service delivery as per direction from the client.
- Provide insights to the leadership on what the areas of improvement and manage change within the process.
- Resource management to assure delivery consistency and high-quality service.
- Resource development to ensure that learning and capability enhancement are a focus area.
- Continuous improvement to improve service delivery and ensure maximized efficiencies across all program processes
- Propose corrective/improvement solutions based on facts and data and implement and track improvement projects throughout the program.
- Ensure consistency with the customer by calibrating quality ratings through successful interactions with the client quality team
Qualifications:
- 2 years of experience as a Team Leader or managing a team with sales, telemarketing, cold calling and lead generation background is preferred
- Strong understanding of lead generation techniques, tools, and metrics.
- Excellent interpersonal and communication skills.
- Ability to motivate and manage a team to meet targets under pressure.
- Proficiency in CRM systems and lead management tools
