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Alankit Group

Team Leader (Customer Support - Outbound Sales) - Mumbai Location

Date Posted : 19th Jan 2023
5 applicant(s)
Junior (1 to 3 years)
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Job Description
Cold Calling
Sales Processes
Outbound Sales

Job Description:

  • Plan and implement overall call strategy.
  • Report Directly to Regional head for regular updates.
  • Escalate any appropriate problems to senior management.
  • Keeping up to date with business development and new product lines.
  • Ensure training and development plans are maintained for all team members.
  • Monitoring the performance of the teams for implementation of the program
  • The person will be responsible for managing the operations of the connect centre.
  • Support the Operations Manager to highlight operational risks and areas for improvement.
  • Conducting combined and individual team meetings, review the work done by the teams
  • Work with the management team to identify and deliver positive change and business efficiencies.
  • Deliver the allocated part of the operation within agreed budgets, service levels and business targets.
  • Hiring, Training, coaching and leading connect centre representative as they provide support for customers.
  • Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs.
  • Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved.
  • Manage the fair and consistent application of performance management and disciplinary measures as necessary.
  • Lead and inspire a team of sales agents to deliver excellent levels of individual/team performance and customer satisfaction.
  • Support the Head of Sales to deliver business targets and objectives and create a performance orientated culture.
  • Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team.
  • Working closely with Head of the department, Team Manager of field and Program Manager (Field) for better results.
  • Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding process and practices, and explain expectations to employees.