Role & Responsibilities Performing Inbound and outbound calling to new and existing wireline/wireless residential customers offering telecommunications products and services. Building customer relationships by uncovering their stories, getting to know their needs and recommending product selections they feel good about. Solution based selling approach overcoming customer objections by listening, understanding, probing, and recommending. Simultaneously navigating through multiple systems and tools while interacting with customers. Processing customers orders and ensuring its accuracy and completion. Participating in continuous training sessions and sharing best practices. Required Candidate Profile:- Qualification : UG/Graduate/PG can apply Candidate with 1-5 yr of experience in customer service(upselling) is required. Excellent communication in English. Should be comfortable in night shifts and rotational week offs. Candidate should be comfortable in customer service and cross selling environment. Perks and Benefits Salary Range- Upto 4.51 LPA + Variables based on performance Medicare Facility(free online consultation with Doc) Working Model : 24*7 (work from Office) Location : Sector 30, Gurgaon Free pick up and drop facility will be provided within 35 Kms range.
We are seeking a dynamic and results-driven Sales Team Leader with prior experience in an International BPO Sales process. The ideal candidate will be responsible for leading a team of sales agents, driving performance, and ensuring achievement of business targets in a fast-paced environment. Key Responsibilities: Lead and manage a team of sales representatives in an international voice process Monitor team performance on KPIs like sales targets, conversion rates, quality scores, etc. Motivate and coach team members to improve productivity and meet goals Handle escalations and provide quick, effective resolutions Conduct regular team huddles, performance reviews, and feedback sessions Ensure compliance with organizational policies and client requirements Collaborate with training and quality teams to upskill team members Prepare and present performance reports to management Requirements: Proven experience in a Team Leader role within an International BPO (sales process is mandatory) Strong people management and team handling skills Excellent communication and interpersonal skills Ability to work in a high-pressure, target-driven environment Flexible to work in rotational shifts (24*7) Graduation is a must Perks and Benefits: Both side cab facility Opportunity to work with a global brand Annual Bonus and career growth. Medical insurance for Self and family.
Role Overview: We are seeking a seasoned and strategic Training and Quality Manager to lead and oversee the Training and Quality Assurance functions for our International Voice BPO operations. This role demands a strong leader with a deep understanding of BPO metrics, compliance, performance enhancement strategies, and coaching methodologies. Key Responsibilities: Training Management: Design, implement, and enhance training modules for new hire, refresher, and process-specific programs. Collaborate with operations and clients to understand training needs and performance gaps. Conduct TNI/TNA (Training Needs Identification/Analysis) and deliver results-oriented training interventions. Drive learning effectiveness and knowledge retention through regular assessments and feedback loops. Ensure trainer readiness and facilitate train-the-trainer programs. Quality Management: Establish and implement quality assurance strategies aligned with client expectations and business goals. Define audit frameworks and monitor process performance through call audits, compliance checks, and RCA. Lead a team of Quality Analysts to ensure rigorous performance tracking and actionable feedback to agents. Manage calibration sessions with stakeholders and ensure scoring alignment. Report quality trends and recommend process improvements. Team Leadership & Governance: Lead a team of trainers and quality analysts across multiple processes. Drive performance, engagement, and development of team members. Work closely with operations and support teams to deliver on SLAs and KPIs. Participate in client interactions, governance calls, and performance reviews. Candidate Requirements: Minimum 8 years of experience in an International BPO, with at least 3 years in a managerial role handling both Training and Quality. Strong understanding of customer service metrics, call quality, BPO training frameworks, and performance management. Excellent communication, presentation, and stakeholder management skills. Flexible to work in rotational shifts and rotational week offs. Bachelor's degree (mandatory); certifications in Six Sigma, COPC, or training (preferred).