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Job Description
- Lead the team and monitor Telesales team performance and improving the performance.
- Coaching agents regarding processes and practices, and policies and explain the company goals and expectations
- Preparing reports and analyzing them to improve the call center processes
- Ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Monitor the daily, weekly and monthly staff performance
- Coach, Motivate, recognize and take action with the call center agent to ensure the delivery of the best customer experience.
- Design and develop training programs (in-house)
- Use known education principles and stay up to date on new training methods and techniques.
- Design ,prepare and order educational aids and materials.
- Design and execute orientation programs for operations.
- Conduct onboarding training sessions for new hires.
- Assign mentors and coaches to new operation members.
- Train operation employees how to upsell products and services.
- Identify performance gap through performance appraisal.
Job Requirements
- Fluency in English
- Minimum of 2 years work experience in a relevant position.
- Able to measure and assess staff training needs.
- Strong Communication and Interpersonal skills.
- Outstanding presentation and customer service skills
- Advanced research skills.
- Ability to learn about products and services and describe/explain them to prospects
- Bachelor's Degree
- Preferably Female