Team Leader –
Blended Inbound and Outbound
This is a fantastic
opportunity for an energetic and talented individuals with Outbound Sales
Experience, who have an interest in joining a successful global outsource team.
Duties
and Responsibilities:
The incumbent will be
responsible for the following areas:
·
Build, develop and motivate a high performing team of Outbound
and Inbound agents in a busy and dynamic call centre environment, to deliver
exceptional performance.
·
The incumbent will be responsible for ensuring metrics across
quantity and quality metrics are achieved. These metrics will consist of
productivity, targets and service goals etc.
·
Identify and develop measurement standards for the improvement
of performance and operational effectiveness.
·
Drive adherence to process compliance with strong focus on
Customer experience and delivery.
·
Identify areas for process improvement and implements corrective
actions with a focus to increase in performance.
·
Effectively communicate performance management and development
process and provide regular assessment and review of performance
·
Schedule and conduct weekly agent feedback and motivation
sessions on areas of improvement and subsequently provide written report to
immediate supervisor.
·
Assist agents by providing floor support and handling agent
escalated calls.
·
Work with the Account Supervisor to achieve consistency across
teams, by building awareness of team strengths and development needs.
Education
and experience:
·
Diploma or degree completed
·
Excellent command of the English language with above neutral,
crisp accent
·
Proficient in MS Office Suite – MS Word, MS PowerPoint, MS
Excel, MS Outlook and Internet Explorer.
·
Experience in Outbound Sales in a call center environment will
be highly advantageous.
·
Minimum 4-5 years work experience; with 1 year experience in a
management position
·
Demonstrated outbound sales techniques including Customer
Acquisition, Up Selling, retention and Win Back methodologies Skills
·
Proven track record in leading teams to deliver sales targets
Key
competencies and attributes:
·
Excellent Coaching Skills is a prerequisite
·
Sound leadership and selling skills
·
Able to work under pressure and in a flexible work environment.
·
Motivated, goal oriented, with ability to motivate a team
·
High level of initiative and works well in a team environment
with good conflict management skills
·
Excellent written and oral communication skills
·
Plans and carries out responsibilities with minimal direction
·
Exceptional people management skills
·
Open minded and flexible approach to adapt to changing
processes; and job requirements
Please
apply through www.horizoncontactcenters.com.
This position closes on
Wednesday, 14th November 2012