Team Leader
5 days ago
• Responsible for ensuring that Tele-Sales Staff have the knowledge and skills to answer donors questions, requests for support or problems quickly and effectively. Has additional responsibility for meeting sales and profitability targets.
• The performance of individual callers is essential to the success of a call centre.
Responsible for recruiting, training, managing, and monitoring callers so that they have the skills and knowledge to meet the targets and fundraising objectives.
• Training programs must ensure that Callers have good knowledge about services of the organisation, most importantly customer handling skills.
• Responsible for using the resources efficiently and cost-effectively. By analysing records of incoming calls / outgoing calls, can identify how much actual calls were made.
• Responsible for checking and monitoring the reports on various aspects of call centre performance to other members of the management team.
• Must ensure that all members understand the team's objectives and work together to achieve it. Constant monitoring to ensure that everyone is working towards the same goal.
• Provide effective and timely feedback to the management.
• Responsible for setting and meeting performance targets for speed, efficiency, sales, and quality.
• Responsible managing the daily running of the call centre.
• Responsible in coordinating staff recruitment, and liaising with Talent Acquisition Manager.
• Responsible in reviewing the performance of staff, identifying training needs and planning training sessions.
• Responsible in handling the most complex customer complaints or enquiries.
• Responsible for provide information on day-to-day basis to the top management with regard to meeting the day-to-day targets, staffing and other issues.
• Responsible to make sure that all assets are properly maintained and are in good working condition.
• Responsible to make sure that Tele-Sales targets are met on daily basis.
• Motivate and encourage callers through positive communication and feedback
• Meet at least once each week with Manager to review the following topics:
o Review the past week's events, including statistics, results and targets.
o Disseminate new target information.
o Introduce new staff members.
o Communicate organisation information.
o Answer questions and comments.
o Provide targets to be achieved with a glimpse of future weeks.
• Perform at least one monitoring evaluation once in 5 working days
o Record the best performer of the week.
o Record the list of agents that needs to be motivated to perform better.
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