Team Leader - Customer Voice Support

Functional /Business Responsibilities: ·        Mange a team of approximately 10 – 20 CSRs ·        Ensures 100% of CSRs meet and or exceeds their overall KPI’s (sales targets, customer satisfaction and experience, quality and productivity standards) ·        Provides consistent, balanced and timely performance feedback on CSR performance ·        Ensures a positive work environment, continuous learning and a high quality employment experience for your team ·        Provides leadership and manages to all operational standards ·        Along with fellow Team Leaders, meets and exceeds all department goals ·        Applies timely performance management standards and processes ·        Day to day sales/service request management ·        Effectively communicates and manages change in operating procedures and processes to ensure staff understanding, retention and appropriate execution ·        Coach, develop and engage the CSR to increase their abilities while enhancing their own careers Outbound calling and converting lead into sales ·        Customer logs on to the website and raises query for the products, CRE to call customer and understand query and sell the product accordingly ·        Explaining the customer’s product features and benefits ·        Ensuring all compliance and SLA of the call are adhered Achieving daily, weekly, monthly, targets