Sales Team Leader | Pioneer Account | Makati Site
4 weeks ago
Overview
Sales Team Leader | Pioneer Account | Makati Site — Probe CX Makati, National Capital Region, Philippines
Responsibilities- To manage day-to-day planning, operation and problem-solving of a team of agents to meet the required service level components, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents, and to act as the communication between the Teammates and Management.
- Delivery of team service level components, quality and productivity targets & indicators.
- People management, including all HR related issues, as well as staff development.
- Operational management: managing the floor, adherence to schedule.
- Ownership and problem resolution.
- Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
- Recommendations for product and process development based on customer feedback and analysis of the same.
- Conducting performance appraisal for the team.
- Compiling reports on team’s performance and customer feedback.
- Communication and being a focal point of dissemination of information from management to team and vice versa.
- Work closely with team members to solve customer problems and understand the agents’ problems and weaknesses.
- Offer solutions and suggestions for process and product improvement to management.
- At least 2 years of Team Leader experience is required
- Must have Sales background
- Has strong verbal and written communication and comprehension skills
- Good problem solving and critical thinking skills with focus on issue resolution and customer satisfaction
- Must be amenable to work in Wilcon, Makati
- Seniority level: Mid-Senior level
- Employment type: Full-time
- Job function: Outsourcing and Offshoring Consulting
- Industries: Outsourcing and Offshoring Consulting
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