FatakPay Digital - Team Lead - Customer Service

Job Description

Role Summary: - The Team Lead - Customer Service will oversee and guide a team of sales agents to achieve and exceed sales targets in a fast-paced contact Centre environment. - The role involves monitoring team performance, providing training and coaching, driving sales strategies, and ensuring excellent customer engagement. Key Responsibilities:Team Management and Supervision:- Lead, motivate, and monitor a team of Customer Service agents to meet individual and team sales targets.- Schedule and manage team shifts, ensuring adequate staffing during peak hours.- Track daily, weekly, and monthly performance metrics like lead conversion, revenue, and call productivity. Sales Performance and Coaching:- Provide regular training and coaching to enhance selling skills, product knowledge, and communication abilities.- Conduct performance reviews, set clear goals, and identify opportunities for improvement.- Share sales best practices and motivate the team to achieve targets. Sales Strategy Execution:- Develop and implement sales techniques and strategies to drive better conversion rates.- Work closely with leadership to execute campaigns, promotions, and target-driven initiatives.- Track lead pipeline and ensure timely follow-ups on leads and prospects. Customer Engagement and Problem Solving:- Ensure agents maintain a professional, customer-focused approach during calls.- Address escalations or customer objections to ensure a positive sales experience.- Identify gaps in processes that impact sales performance and recommend improvements. Reporting and Performance Analysis:- Prepare and share detailed sales performance reports with leadership.- Analyze team performance data to identify trends, successes, and areas for development.- Ensure accuracy in reporting lead conversions, revenue generation, and agent productivity. Team Motivation and Engagement:- Build a positive, competitive, and energetic team environment.- Recognize top performers and implement incentive programs to drive results.- Promote teamwork and maintain high agent morale. Qualifications and Skills: EducationBachelor's degree or equivalent experience in Sales/Marketing/Business. Experience:- 2-3 years of experience in a tele sales/contact center role.- Minimum 1 year of experience in a team leader or supervisory position. Skills Required:- Strong leadership and team management abilities.- Excellent sales and negotiation skills.- Ability to coach and develop team members to achieve targets.- Proficiency in CRM tools, telephony systems, and Microsoft Office Suite.- Strong communication, problem-solving, and organizational skills. Behavioral Traits:- Results-driven with a goal-oriented mindset.- Ability to stay calm under pressure and work in a target-driven environment.- Strong decision-making and problem-solving abilities.- High level of energy, enthusiasm, and a positive attitude. Key Performance Indicators (KPIs):- Team Sales Target Achievement.- Lead Conversion Rates.- Average Call Handling Time (AHT).- Revenue Generated Per Agent.- Agent Retention and Attendance.ApplySaveSaveProInsights