RESPONSIBILITIES

- Determine telemarketing quality standards by studying inbound and outbound calls; conducting test calls to telemarketing service representatives regularly.

- Audit call engagement with the customers and interpretation of their needs and derivation of advice for prospective products that are aligned with the customers' demands

- Evaluates telemarketing approaches by rating effectiveness of telemarketing service representatives; identifying training needs; developing training programs; conducting training.

- Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes.

- Monitor/ review queue and track inbound calls. Keep team aware of inbound calls, calls waiting, abandonment rate, Outbound Calls, etc.

- Motivate and encourage team through positive communication and feedback.

- Set and meet performance targets for speed, efficiency, quality, delivery and sales.

- Manage the roster of the team without affecting the first response time and follow-up pending in system.

- Maintain up-to-date knowledge of industry developments related to real estate and interiors.

- Record statistics, user rates and the performance levels of the team and preparing reports. Forecast and analyse data on a daily, weekly and/or monthly basis.

- Open to working six days a week and on Weekends.

REQUIREMENTS :

- Must have at-least 3 years of experience in Leading a Team consisting of min 5 plus Members or more.

- Must have experience in a telemarketing/pre-sales/ Inbound sales, At best, experience in a similar position

- Degree in business, marketing, communication or engineering.

- Should have hands-on experience in CRM and cloud telephony tools.

- Good interpersonal, presentation and communication skills

- Strong customer service orientation

- Strong Analytical skills and the ability to recognize the demands on the side of the clients

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.