Job Description
The suitable and successful candidate will be responsible for leading and managing a team of Outbound Sales Consultants/Agents as per SLA. Product comprehension of sales and customer care coupled with proactive client interface ability would be critical functions for the role
- Team leadership and management
- Guide agents by demonstrating exceptional customer satisfaction
- Guide, coach and Determine training needs for staff.
- Communicate job expectations to Agents
- Harness agent’s potential to perform optimally
- Tailor recommendations to improve Consultants on reaching their targets.
- Monitor attendance, punctuality and leave of personnel
- Keep to date and abreast of industry trends industry trends
- Manage requests/escalations between different business units to solidify resolution outcomes
- Report on a regular basis on statistics, data, ratios, attrition, ...