Job Description

Job descriptions / Key Responsibilities

• Monitor day-to-day performance and report team performance.
• Meet the expected daily productivity in terms of the number of calls and sales.
• Constantly excelling in meeting and exceeding KPI elements set by the Telesales Manager.
• Manage and be responsible for daily, weekly, monthly, quarterly, and annual team performance as well as note useful information in an organized manner.
• Motivate, train, and sufficient support to the team member to deliver expected performance.
• Support the team member to handle difficult cases/calls.
• Problem-solving comes as part of nature; constantly striving to provide solutions.
• Work on call quality improvement suggestions for the team
• Conduct daily/ weekly / Ad hoc huddles with the team to communicate up-to-date performance, information, and provide direction to the team and relevant important matters.
• Ability to act as a call support level for the Telesales agent when in need.
• Able to handle customer objections, persuasiveness, instill urgency, and act in a fast-paced manner.
• Liaise between managers, customers, and employees.
• Gather feedback from team members on customers\' feedback on products and operation matters.
• Other tasks assigned by Telesales Manager
• Communicate regularly with the Telesales manager to discuss telesales performance, operation, and other relevant matters.
• Fill in for Telesales Manager in times of absence. Make executive decisions, hold meetings and provide accountability.

Requisition Number: 98979

Department: Client and Customer Services

DKSH