Curefit - house of cult | Telesales Team Lead
1 week ago
Location : Bangalore
Responsibilities:
The Team Lead must have a passion for data, efficiency, accuracy, and coaching & developing others.
Review team capacity, identify risks and opportunities, and work closely with stakeholders to reassess prioritization as needed as per the business goals and implement the activities
Works with internal/external teams and uses his/her knowledge and expertise to execute business goals
Manage a team of 15-20 Telesales consultants on a day-to-day basis monitoring job or queue adherence, volume, and quality
Develop the work schedule for the week by balancing capacity across various processes
Ensure productivity/utilization is maximized through supervision, training, analysis, and feedback of performance data on a periodic basis
Responsible for known SLAs and task completion targets (within provided capacity). File and track tickets, following up on blocks to productivity
Devises and implements performance improvement plans for consultants. Provides regular coaching and feedback to direct reports with regard to utilization, quality, performance, behavior and career development.
Holds team members accountable for performance based on metrics and adherence to rules and guidelines.
Implement process improvement projects that impact team level performance. Participates in new workflow roll out projects.
Requirements/preferable qualifications:
2 years of experience in a people management role
Bachelor degree qualification or equivalent work experience
Strong attention to detail and organizational skills
Strong judgment and instincts and able to prioritize in complex, fast-paced environment
Strong people management skills and ability to lead by example
Ability to adapt to dynamic project requirements
High level of energy and proactive nature. A sense of ownership and drive and a willingness to accept the challenge of daily deadlines is essential.
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