Responsibilities
:
Responsible for day to day operations, training and management of different teams to achieve targeted Service Levels and delegate tasks to the appropriate team member.
Conducts regular transaction monitoring and call reviews for the purposes of quality assurance, coaching and training.
Develop team schedules and assist in the successful onboarding and training of team members
Create and communicate a clear list of expectations and goals for team members to follow
Offer emotional support to project team members and make people feel valued
Maintain frequent communication to offer encouragement, amend tasks, and provide updates on goal progress
Implement incentives to keep the team motivated and focused on their daily tasks project goals
Provide frequent feedback on employee performance, address weaknesses or inefficiencies, and offer support to improve skill gaps
Nurture collaboration amongst team members
Write project reports as necessary
Reward team members for their continued efforts and celebrate accomplishments
Requirements:
Min Diploma or equivalent with Min 2 year of B2B experience in a Telesales or Contact Centre environment (Preferably in the area Finance or Technology solution industry) with Min diploma or equivalent
Strong communication - T effectively convey ideas and promote and facilitate communicaiton
Critical Thinking - Finding crative solutions and anticipating potential roadblocks in productivity and overcoming obstacles to achieve success in every situation.
Team Management - Establish a team of individuals with the right skill set and encourage collaboration which involves teamwork, goal setting and regular performance reviews.
Self-motivated and self-driven; able to work independently with little or no supervision while maintaining consistently high productivity
Time Management - Understand the capabilities and skill levels of the team and strong time management skills to ensure all tasks are completed efficiently.