Team Leader

• Responsible for ensuring that Tele-Sales Staff have the knowledge and skills to answer donors questions, requests for support or problems quickly and effectively. Has additional responsibility for meeting sales and profitability targets.
• The performance of individual callers is essential to the success of a call centre. Responsible for recruiting, training, managing, and monitoring callers so that they have the skills and knowledge to meet the targets and fundraising objectives. • Training programs must ensure that Callers have good knowledge about services of the organisation, most importantly customer handling skills. • Responsible for using the resources efficiently and cost-effectively. By analysing records of incoming calls / outgoing calls, can identify how much actual calls were made. • Responsible for checking and monitoring the reports on various aspects of call centre performance to other members of the management team. • Must ensure that all members understand the team’s objectives and work together to achieve it. Constant monitoring to ensure that everyone is working towards the same goal. • Provide effective and timely feedback to the management. • Responsible for setting and meeting performance targets for speed, efficiency, sales, and quality. • Responsible managing the daily running of the call centre. • Responsible in coordinating staff recruitment, and liaising with Talent Acquisition Manager. • Responsible in reviewing the performance of staff, identifying training needs and planning training sessions. • Responsible in handling the most complex customer complaints or enquiries. • Responsible for provide information on day-to-day basis to the top management with regard to meeting the day-to-day targets, staffing and other issues. • Responsible to make sure that all assets are properly maintained and are in good working condition. • Responsible to make sure that Tele-Sales targets are met on daily basis. • Motivate and encourage callers through positive communication and feedback • Meet at least once each week with Manager to review the following topics: o Review the past week's events, including statistics, results and targets. o Disseminate new target information. o Introduce new staff members. o Communicate organisation information. o Answer questions and comments. o Provide targets to be achieved with a glimpse of future weeks. • Perform at least one monitoring evaluation once in 5 working days o Record the best performer of the week. o Record the list of agents that needs to be motivated to perform better.