Job
Description
Skills: . Sales Operations, Customer Relationship Management, Team Management, Problem Solving, Communication Skills, Sales Strategy, Data Analysis, Training and Development,. 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. Bachelors 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
