Team Leader

Description: This role would be responsible for managing and coordinating operations for Sales & Marketing Solution, which cater to gathering information on potential customers and clients with the client criteria. He / She will also have to ensure that clients and the S&MS Sales team are kept up to date on projects' progress. The overall aim is to guarantee the effective positioning of the services and ensure the customer's understanding/ satisfaction.

Responsibilities:

• Coordinates the team ensuring operational efficiency and achieving goals, customer satisfaction and team development
• Is responsible for the development of resources in terms of autonomy and skills, promoting growth and multi skill training
• Supervises the team members to:

1. ensure the quality of work performed by operators with the regular audit quality
2. ensure the team operators reach the indicators of performance

• Constantly analyses the progress of the activity, verifying performance indicators (KPIs) and the expected results, interfacing with the coordinators
• Collaborates in the documentary preparation/update (manual/user guide) and provides training in relation to customer services
• Contributes to the achievement of good results of any audit performed by customers on the operational structure
• If necessary, manages operation activities directly to get the results
• Supervises any subcontractors
• Manage the outbound call center operations
• Prepare MIS / Dashboard / Presentations for Unit head and management