- Create an inspiring team environment with an open communication culture

- Set clear team goals

- Delegate tasks and set deadlines

- Oversee day-to-day operation

- Monitor team performance and report on metrics

- Motivate team members

- Discover training needs and provide coaching

- Listen to team members' feedback and resolve any issues or conflicts

- Recognize high performance and reward accomplishments

- Encourage creativity and risk-taking

- Suggest and organize team building activities

Job Duties :

- Should deliver the KPI as required and maintain self KPI like Quality, Attrition, Shrinkage and roaster management.

- Should manage and motivate a quality team of 30-60(Tele-Sales agent) with good product and process knowledge

- Manage the Sales process

- Ensure that achieving a Quality target based on the business requirement.

- Preparing and Maintaining internal reports for MIS and reports to management.

- Ensure agents are delivering individual targets and KPI by having team meetings on a regular basis with direct reports.

- Should handle call monitoring exercises, escalations and follow up with the other department to solve the queries of the customers.

- Manage absentee & attrition control at all levels in the team.

- Ensuring respective KRA's in terms of Login hours, Productivity, AHT and monitor

- Conducting review on daily /weekly & monthly basis and share the feedback

- Ensure target set to an Individual for Achieving KRA and MTD kept amount target from the month to date and train operators to meet all individual KRA's.

- Ensure actions are taken and monitored on personnel and payroll issues.

- Manage by fixing productivity parameters for collection Agents, monitoring performance against set parameters and Weekly review with the executives.

- Responsible for smooth flow of process relating to Telesales.

- Prepare and publish reports on a daily basis the team performance.

Skillset :

- Excellent communication skills, high motivational level & achievement oriented.

- Negotiation Skills and driving results in a high-performance environment.

- Demonstrated ability to lead from the front.

- Strong Leadership Skills, Clarity of thought and perseverance.

- Working knowledge of computers, Excel, data management end-end.

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