Telecalling Team Leader

Position: Team Lead-Inside Sales

Base Location: Bangalore

Reporting To: Manager - Contact Centre

KEY TASKS & RESPONSIBILITIES:

• Work closely with the tele-calling team, motivating and coaching them

• Ensure that the foot fall targets at the campuses are met

• Manage day-to-day line activities & prioritise within existing processes and procedures towards achieving SLAs

• Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved

• Monitor calls and ensure that the quality standards are maintained

• Ensure training and development plans are maintained for all team members

• Manage the fair and consistent application of performance management and disciplinary measures as necessary

• Support the Contact Centre Manager to highlight operational risks and areas for improvement

• Lead by example of individual contribution and inspire a team of tele-callers to deliver excellent levels of individual/team performance and customer satisfaction

• Escalate any appropriate problems to senior management

WHAT WE EXPECT FROM YOU :

• Minimum of 4 years’ experience within a contact centre environment

• Should have lead an outbound tele-calling team for at least 2 years

• Customer service mindset

• Team player

• Strong coaching and people-development skills through call listening, quality feedback, etc.

• Ability to deal with demanding customers and escalations

• Energetic and motivating individual

• Creative thinking

ABOUT US ( www.deekshalearning.com )

Deeksha is a pioneer in innovative and effective learning systems for schools and colleges with a vision to be the most respected global education services company.

We provide coaching for competitive exams along with the regular board exams in a seamless fashion. All this, in an environment that nurtured original thinking and created young, confident individuals with a sense of responsibility towards society. Besides the strong academic backbone, we at Deeksha, take total ownership for the students

Currently reaching out to over 10,000 students every year through over 30 campuses across Karnataka,  Telangana, Andhra Pradesh & Tamil Nadu. Deeksha is a now a respected name in the 11th & 12th  segment.

It comes as no surprise that Deeksha has created over 50,000 success stories since it started its foray in education!

• It is a Full Time Customer Support / TeleCaller job for candidates with 3 - 5 years of experience.