• The role of Team Leader is to lead manage and coach a team of up to 15 agents, being accountable for the delivery of our KPI's.
• As a team leader, he will need to provide leadership, direction, and real-time management to the Team in order to deliver service excellence.
• The role holder should spend 70-80% of their time working closely with their team and the return on this investment of time will be through demonstrating continuous improvement in team/individual performance.
• Create an environment where people are energized, engaged and enabled through high impact communication and coaching, resulting in team target
• Motivate agents to deliver outstanding results including both commissionable and non-commissionable key performance indicators.

Duties and Responsibilities:

• Setting teams KPIs & coaching team members
• To delegate tasks to sales staff
• set daily, weekly, or monthly sales goals.
• motivate employees to reach individual sales goals and encourage the staff to work better, rather than harder.
• To train and coach the sales team.
• Assists management with hiring processes.
• To orient the new sales staff and focus on improving the job performance and sales of existing staff.
• responsible for preparing and delivering sales reports to management.
• Provides quality customer service, including interacting with customers, answering customer inquiries, and effectively handling customer complaints
• Train the team for better quality performance 'Soft skills".
• Weekly Reporting on team performance (Call center+ business KPIs)