Key Responsibilities
Team Management: Lead and manage a team of telecallers to achieve sales targets and performance goals.
Performance Monitoring: Monitor and evaluate the performance of team members, providing feedback and coaching to improve results.
Target Achievement: Ensure the team meets or exceeds monthly/quarterly sales targets, and implement strategies to drive sales growth.
Call Quality Monitoring: Monitor and evaluate call quality, providing feedback to team members on areas for improvement.
Process Improvement: Identify areas for process improvement and implement changes to increase efficiency and productivity.
Operational Responsibilities
Scheduling and Rostering: Create and manage team schedules, ensuring adequate coverage and resource allocation.
Data Management: Maintain accurate records and reports on team performance, sales data, and customer interactions.
Compliance: Ensure team adherence to company policies, industry regulations, and legal requirements.
Customer Issue Resolution: Resolve complex customer complaints and issues escalated by team members.
Training and Development: Provide training and support to new team members, and identify opportunities for ongoing development and skills enhancement.
Strategic Responsibilities
Sales Strategy: Develop and implement sales strategies to drive revenue growth and achieve business objectives.
Market Analysis: Analyze market trends, competitor activity, and customer needs to inform sales strategies.
Team Development: Develop and implement plans to improve team performance, engagement, and retention.
Budgeting and Cost Management: Manage team budget and costs, ensuring effective resource allocation and cost control.
Stakeholder Management: Communicate with stakeholders, including senior management, customers, and other teams, to ensure alignment and effective collaboration.
Leadership Responsibilities
Leadership and Motivation: Lead, motivate, and inspire the team to achieve their best performance.
Coaching and Mentoring: Provide coaching and mentoring to team members to support their development and growth.
Conflict Resolution: Resolve conflicts and issues within the team, ensuring a positive and productive work environment.
Change Management: Lead and implement change initiatives, ensuring the team adapts to new processes, technologies, or strategies.
Talent Acquisition and Retention: Attract, retain, and develop top talent to ensure the team has the necessary skills and expertise to succeed.