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