Inside Sales Lead

2 weeks ago

Makati City, National Capital Region, Philippines Booth & Partners Full time

Inside Sales Lead

The overall purpose of an Inside Sales Lead is to provide strategic leadership, guidance, and support to a team or department within an organization. They are responsible for fostering a positive and productive work environment, achieving team goals, and ensuring the team's success while aligning with the organization's overall objectives.

Job Duties and Expectations

  • Responsible for day-to-day incident management, service reporting and non-compliance interventions
  • Work with STL and/or OM in preparing allocation planning and capacity forecasting.
  • Responsible in preparing monthly/quarterly project reports
  • Responsible for KPI and Performance management, including but not limited to delivering corrective actions.
  • Performance Improvement plans, Quarterly STAR review and Annual IDP reviews.
  • Accomplishes High Level responsibilities of the Team Leader
  • First Point of Contact for Client Escalations
  • Immediate contact of clients for instructions, clarifications and issues that need immediate attention.
  • Manage day-to-day activities of the team (viz, briefing, feedback and, monitoring)
  • Ensure compliance to procedures and policy guidelines, encourage, and motivate agents in a high-pressure job environment.
  • Manage shrinkage & attrition for their respective teams as per the process and organizational goals.
  • Facilitate issue resolution and making sure that client KPI's, goals, and targets are met.
  • Act as liaison for both internal and external groups for program initiatives
  • Work with the Sr Team Leader and/or Operations Manager in creating Prime Program initiatives to drive performance.
  • Communicate clear instructions to Team Leaders and Stewards
  • Assists management with hiring processes and new team member training.

Management and Administrative Tasks

  • Coordinate with HR and Finance departments with concerns such as team members concerns that are directly impacting the employee, HR, and Finance
  • Resolve any exceptional cases that may arise within the team.
  • Motivate and lead the team in attaining target scores for quality, productivity and overall Key Performance Indicators.
  • Creates and implements process improvements.
  • Responsible for tracking the team attendance and leave consumption.
  • Preparation and generation of Weekly Productivity Reports
  • Provide immediate coaching to Associates (first level) for de-escalation.
  • Facilitate Team Activities and Internal Program initiatives.
  • Ensure delivery and sign-off of memos and policy guidelines to the team.
  • Immediate in-charge of escalation whenever there are IT or any Technical issues.
  • Training and on-boarding of new hires (mock calls, call shadowing, scripting, and reporting).
  • Other administrative tasks analogous to the above.
  • Ad-hoc tasks and deliverables as directed by the Senior Team Leader, or Manager.

Associates

  • Oversee and provide assistance to the Inside Sales specialists.
  • Back filler in case of shortage in manpower.
  • Full compliance with the Employee Handbook.

Customer/Client Management

  • Point of contact for a group of Inside Sales Specialists
  • Assist the Senior Team Leader / Operations Manager in managing client directives and instructions.
  • Ensure meeting sales targets and smooth service delivery to the client.
  • Build good relationships among Inside Sales specialists.
  • Liaise with clients and address clients' queries.
  • Build relationships between clients/colleagues/departments/branches/business partners/dealers.
  • Manage client directives and instructions.
  • Ensure efficient and smooth service delivery to the clients.
  • Address client complaints and resolve problems.

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