FatakPay Digital - Team Lead - Customer Service (2-3 yrs)

Role Summary:

- The Team Lead - Customer Service will oversee and guide a team of sales agents to achieve and exceed sales targets in a fast-paced contact Centre environment.

- The role involves monitoring team performance, providing training and coaching, driving sales strategies, and ensuring excellent customer engagement.

Key Responsibilities:

Team Management and Supervision:

- Lead, motivate, and monitor a team of Customer Service agents to meet individual and team sales targets.

- Schedule and manage team shifts, ensuring adequate staffing during peak hours.

- Track daily, weekly, and monthly performance metrics like lead conversion, revenue, and call productivity.

Sales Performance and Coaching:

- Provide regular training and coaching to enhance selling skills, product knowledge, and communication abilities.

- Conduct performance reviews, set clear goals, and identify opportunities for improvement.

- Share sales best practices and motivate the team to achieve targets.

Sales Strategy Execution:

- Develop and implement sales techniques and strategies to drive better conversion rates.

- Work closely with leadership to execute campaigns, promotions, and target-driven initiatives.

- Track lead pipeline and ensure timely follow-ups on leads and prospects.

Customer Engagement and Problem Solving:

- Ensure agents maintain a professional, customer-focused approach during calls.

- Address escalations or customer objections to ensure a positive sales experience.

- Identify gaps in processes that impact sales performance and recommend improvements.

Reporting and Performance Analysis:

- Prepare and share detailed sales performance reports with leadership.

- Analyze team performance data to identify trends, successes, and areas for development.

- Ensure accuracy in reporting lead conversions, revenue generation, and agent productivity.

Team Motivation and Engagement:

- Build a positive, competitive, and energetic team environment.

- Recognize top performers and implement incentive programs to drive results.

- Promote teamwork and maintain high agent morale.

Qualifications and Skills:

Education: Bachelor's degree or equivalent experience in Sales/Marketing/Business.

Experience:

- 2-3 years of experience in a tele sales/contact center role.

- Minimum 1 year of experience in a team leader or supervisory position.

Skills Required:

- Strong leadership and team management abilities.

- Excellent sales and negotiation skills.

- Ability to coach and develop team members to achieve targets.

- Proficiency in CRM tools, telephony systems, and Microsoft Office Suite.

- Strong communication, problem-solving, and organizational skills.

Behavioral Traits:

- Results-driven with a goal-oriented mindset.

- Ability to stay calm under pressure and work in a target-driven environment.

- Strong decision-making and problem-solving abilities.

- High level of energy, enthusiasm, and a positive attitude.

Key Performance Indicators (KPIs):

- Team Sales Target Achievement.

- Lead Conversion Rates.

- Average Call Handling Time (AHT).

- Revenue Generated Per Agent.

- Agent Retention and Attendance.