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
