 Assist in formulation of Targets for the team and evaluate performance.

 Lead the Telemarketing team to achieve business objectives according to specified target.

 Monitor Day to Day operations and ensure high priority customer grievance is addressed on priority.

 Anticipate escalation and take over calls when needed and ensure walk in member issues are addressed by the

representative.

 Monitor calls and provide real time feedback

 Ensure the customer feedback are logged into the issue log and ensure appropriate resolution from the member

experience team as per the SLA

 Prepare Daily / monthly results and performance reports

 Conduct monthly 1-1 session with the team and provide refresher training

 Conduct product training to the team as per the new update.

Responsibilities

• Create an inspiring team environment with an open communication culture
• Set clear team goals
• Delegate tasks and set deadlines
• Oversee day-to-day operation
• Monitor team performance and report on metrics
• Motivate team members
• Discover training needs and provide coaching
• Listen to team members’ feedback and resolve any issues or conflicts
• Recognize high performance and reward accomplishments
• Encourage creativity and risk-taking
• Suggest and organize team building activities

Requirements and skills

• Proven work experience as a team leader or supervisor
• In-depth knowledge of performance metrics
• Good PC skills, especially MS Excel
• Excellent communication and leadership skills
• Organizational and time-management skills
• Decision-making skills
• Degree in Management or training in team leading is a plus