Team Leader - Telesales

The job involves  Mange a team of approximately 10 20 CSRs  Ensures 100% of CSRs meet and or exceeds their overall KPIs (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

Role & Responsibilities  Drive team results through coaching/developing/mentoring  Must display prioritization skills & exercise best in class time management skills  Partners with cross functional units to ensure effective execution of daily business targets  Strives to remove barriers for achievement of individual goals  Inspires and motivates team of CSRs turning behavior from pay check to pride  Blends people into teams when needed  Creates strong morale and spirit in his/her team  Initiate solutions to improve quality and productivity  Translate business goals into individual goals  Ensures that the plans for the day and / or potential “challenges to success” are communicated to all CSR  Recognizes the strengths and areas of improvements for all CSR’s, and has the ability to build developmental plans as appropriate  Sets clear objectives and measures outcome  Constructs compelling developmental plans and executes them