Team Lead (IT Hardware sales)

Job Description

Job Title: Team Leader Hardware Product (Laptop and Desktop) Inbound Call Center Position Overview: The Team Leader will be responsible for managing a team of call center representatives who handle inbound calls related to our laptop and desktop products. This role requires a strong leader with excellent communication skills, a deep understanding of hardware products, and the ability to drive team performance and customer satisfaction. Key Responsibilities: Team Management: Lead, mentor, and coach a team of inbound call center representatives, providing guidance and support to ensure high performance and professional development. Performance Monitoring: Monitor team performance metrics, including call handling time, first call resolution, and customer satisfaction scores. Implement strategies to improve performance and achieve targets. Training & Development: Develop and deliver training programs to enhance team members' product knowledge and customer service skills. Conduct regular performance reviews and provide constructive feedback. Issue Resolution: Handle escalated customer issues and complex inquiries related to laptop and desktop products. Ensure timely and effective resolution of problems to maintain high levels of customer satisfaction. Process Improvement: Identify opportunities for process improvements and implement best practices to enhance operational efficiency and service quality. Reporting: Prepare and present regular reports on team performance, customer feedback, and key performance indicators (KPIs) to senior management. Analyze data to identify trends and areas for improvement. Collaboration: Work closely with other departments, such as technical support and product management, to address customer needs and feedback. Facilitate effective communication and collaboration across teams. Compliance: Ensure that all team activities comply with company policies, procedures, and industry regulations. Maintain a thorough understanding of product updates, company policies, and industry standards Qualifications: Education: Bachelors degree in Business Administration, Management, Information Technology, or a related field preferred. Experience: Minimum of 5+ years of experience in a call center environment, with at least 3+ years in a supervisory or team lead role. Experience with hardware products, particularly laptops and desktops, is highly desirable. Skills: Strong leadership and team management skills. Excellent communication and interpersonal abilities. In-depth knowledge of laptop and desktop hardware components and troubleshooting. Proficiency in call center software and CRM systems. Analytical skills with the ability to interpret performance data and generate actionable insights. Customer-focused with a commitment to delivering exceptional service. Preferred candidate profile Minimum 5+ year experience in IT Hardware Sales (Laptop, Desktop Sale) Experience working as Sales Team Lead.