Sales Call Center Team Lead

Role Overview: As a Call Centre Team Lead (Smile Consultant Centre) at Whistle, you will be responsible for overseeing the operations of the Smile Consultant Centre. Your role will involve leading a team that handles customer interactions via calls and chats, ensuring top-tier customer service, and driving performance excellence. The ideal candidate for this role is passionate about team development, thrives in a high-performance culture, and has a proven track record in call centre operations. Key Responsibilities: - Oversee staffing and manpower planning for the Smile Consultant Centre. - Motivate, coach, and guide team members to meet and exceed performance targets. - Set clear goals in collaboration with the business team and develop strategies to achieve them. - Ensure efficient handling of inbound, outbound, and chat processes, with complete lead management. - Monitor and manage daily floor operations, discipline, and resource utilization. - Conduct quality audits, analyze call center performance metrics, and report insights to management. - Provide regular training sessions to enhance call quality, service standards, and team productivity. - Identify technological needs and implement solutions to optimize performance. - Deliver continuous feedback to management on customer experience and lead conversion trends. - Foster a customer-first culture to deliver outstanding customer satisfaction. Qualification Required: - Bachelors or Masters degree in any discipline. - Minimum 2 years of team management experience in a contact center environment. - Strong leadership, coaching, and people development skills. - Excellent communication and problem-solving abilities. - Experience managing escalations and high-pressure customer situations. - Proficient in MS Office tools (especially Excel and Outlook) and call center software. - High energy, adaptability, and a proactive, motivational approach.,