Roles and Responsibilities

- Work closely with the team, motivating and coaching them. Hosting team meetings and regular sessions to observe individual performance and provide honest and actionable feedback through one-on-one sessions.

- Monitoring both agent & dialer performance in real-time to drive output and give feedback through one-on-one sessions.

- Keeping up to date with business development and new product lines.

- Manage day-to-day line activities, prioritize, and make risk/impact assessments, manage daily sales targets, Attrition, Utilization, Shrinkage, etc.

- Ensure training and development plans are maintained for all team members

- Agent mentoring, coaching & feedback sharing by monitoring calls for team members.

- Use company methodology, team input, and own initiative to ensure attendance and retention targets are achieved also consistently and effectively implement the

- Performance Management Process as a leadership tool to help employees maximize their performance.

- Work with the management team to identify and deliver positive change and business efficiencies Analyze metrics and any issues that could affect the achievement of sales targets.

- Initiate process improvements by identifying service delivery gaps, offer solutions, and successfully implement ideas.

- Analyze skills and abilities to identify individual strengths and opportunities to develop action performance parameters.

- Support the Operations Manager to highlight operational risks and areas for improvement and to highlight operational risks and areas for improvement.

- 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

- Deliver the allocated part of the operation within agreed budgets, service levels, and business targets

- Escalate any appropriate problems to senior management

- Motivate, Collaborate, and Inspire with an open communication culture.

- Adhering to process SOPs.

- Setting clear team goals and setting deadlines for your team.

Desired Candidate Profile :

- Graduate/Post Graduate with Minimum of 2 years experience within a contact center environment as a Team Manager

- Prior experience in sales of credit cards and Loans.

- Proven work experience as a Team Leader with In-depth knowledge of performance metrics in the financial industry.

- Efficiency in Excel/Google Spreadsheet.

- Strong delivery focus and end result orientation.

- Team management experience.

- Coaching and communication skills.

- Experience within customer services.

- 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.

- Energetic and motivating individual with creative thinking.

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