CUSTOMER EXPERIENCE TEAM LEADER

Job Description

Team leader will be directly responsible for tasks including (but not limited to):

• Manage the Customer Experience, Inbound and Outbound Sales team.
• Provide strategy & achievement plan to ensure team members achieve daily, monthly sale targets.
• Maximize booking conversion and ensuring that customers are successfully shown up at centers.
• Analyze sales metrics and prepare performance reports.
• Oversee the day-to-day operations of our teams.
• Perform quality monitoring as required to improve overall service quality.
• Ensure that internal policies, procedures, and compliance regulations are being followed Identifying operational / training issues and helping team in fixing these gaps.
• Prepare training material, scripts based on analysis. Support management team to build SOP.
• Train new joiners and existing members in selling skills, soft skills, call handling, ticket handling, and communication skills.
• Mentor and develop the skills of team members through coaching and training.
• Monitor performance and lead the team to achieve key performance indicators (KPIs) and provide an excellent service to customers.
• Evaluate customer feedback and identify ways to maximize customer satisfaction.

Job Requirement

• At least 2 years’ experience in customer service/ call center/ tele-sales environment in similar role. 
• Good at English. 
• Intermediate to advanced reporting skills. 
• Ability to identify and analyze data for trends. 
• Experience in providing performance feedback to motivate and mentor agents. 
• Pro-active, hardworking and detail oriented. 
• Well-developed communication skills, ability to communicate to all levels. 
• Able to understand customer requirements and deliver an excellent level of service. 
• Organizational skills with the ability to handle multiple tasks; prioritize effectively and demanding workload. 
• Sale and Problem-solving skills. 
• Excellent team player. 
• Effective team co-ordination and leadership skills. 
• A high level of commercial awareness. 
• Flexibility with the department’s shift rotation pattern. 
• Knowledge of customer service software and systems.