Job Summary:

The Machan Resorts is seeking a dynamic and results-driven Team Leader for our Contact Centre. The ideal candidate will have a strong background in sales processes, preferably experienced with Zoho CRM, and a solid understanding of quality auditing procedures. This role is crucial in ensuring that our sales team meets its targets while maintaining exceptional customer service standards.

Key Responsibilities:

• Team Leadership & Management:
• Lead, mentor, and motivate a team of contact centre agents to achieve and exceed sales targets.
• Conduct regular team meetings to discuss performance, challenges, and strategies for improvement.
• Monitor and evaluate individual and team performance, providing constructive feedback and coaching as necessary.
• Sales Process Management:
• Oversee the execution of sales processes/SOPs, ensuring all team members adhere to established protocols.
• Develop and implement strategies to increase sales conversions and customer satisfaction.
• Collaborate with the sales team to identify opportunities for cross-selling and upselling.
• CRM Management:
• Ensure the team effectively uses Zoho CRM to manage customer interactions, sales pipelines, and follow-ups.
• Train team members on Zoho CRM functionalities and best practices.
• Regularly analyze CRM data to track performance, identify trends, and make informed decisions.
• Quality Auditing:
• Implement and maintain quality auditing procedures to ensure compliance with company standards.
• Conduct regular quality audits of calls, emails, and other customer interactions, providing feedback and action plans for improvement.
• Work closely with the Quality Assurance team to ensure consistent delivery of high-quality service.
• Reporting & Analysis:
• Prepare and present weekly and monthly reports on team performance, sales metrics, and quality audit results.
• Analyze data to identify areas of improvement and develop action plans to address them.
• Provide insights and recommendations to senior management to enhance sales strategies and customer service.
• Customer Focus:
• Ensure that all customer inquiries and issues are resolved in a timely and satisfactory manner.
• Maintain a customer-first approach, ensuring that customer satisfaction is at the forefront of all team activities.
• Handle escalated customer concerns with professionalism and efficiency.

Qualifications & Skills:

• Bachelor’s degree in Business, Marketing, or a related field.
• Minimum of 3-5 years of experience in a contact centre environment, with at least 2 years in a supervisory or team leader role.
• Proven track record in sales processes and achieving sales targets.
• Strong knowledge of Zoho CRM would be an added advantage.
• Experience with quality auditing procedures in a contact centre setting.
• Excellent leadership, communication, and interpersonal skills.
• Ability to work under pressure and manage multiple priorities.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.