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Call Centre Team Lead

1 week ago

Manila, National Capital Region, Philippines Lalamove Full time

The Driver Operations Lead plays a critical role in ensuring the success of Lalamove's call-out team. This role involves overseeing daily operations, monitoring KPIs, and implementing strategies to improve call efficiency and conversion rates.

Responsibilities

Key responsibilities include:

  1. Operational Oversight
    • Supervising the call-out team, adhering to call scripts, quality standards, and performance metrics.
    • Monitoring real-time call volume, agent activity, and campaign performance to maximize efficiency.
  2. Performance Monitoring and Coaching
    • Tracking and analyzing agent productivity, call quality, and conversion rates.
    • Conducting regular coaching sessions to improve call-handling skills and benefit-selling techniques.
    • Providing feedback and support to agents struggling with performance.
  3. Reporting and Strategy Implementation
    • Generating and analyzing call performance reports to identify trends and areas for improvement.
    • Working closely with the management team to optimize call strategies and align with business goals.
    • Ensuring compliance with company policies and industry regulations.
  4. Collaboration and Process Improvement
    • Coordinating with other teams (e.g., Driver Verification, Hubs, or Sales) to ensure smooth processing of leads.
    • Identifying gaps in the call-out process and suggesting improvements for efficiency and effectiveness.
    • Assisting in the training and onboarding of new agents.