Customer Support Executive

Team Leader (SE-Business) – Telemarketing: -

● Supervise a Team: Directly manage a team of telemarketers, ensuring they are productive,

motivated, and working towards shared goals.

● Set Goals and Targets: Establish and communicate daily, weekly, and monthly sales targets

for the team and individual agents.

● Monitor Performance: Track key performance indicators (KPIs) such as call volume, sales

conversions, call quality, and average handling time to evaluate team and individual

performance.

● Conduct Meetings: Hold regular team meetings to review progress, share best practices, and

introduce new campaigns or products.

● Manage Administration: Handle administrative tasks like scheduling shifts, managing

attendance, and ensuring accurate record-keeping.

● Training and Development:- Onboarding New Hires: Train new telemarketers on company

products, sales scripts, and call center software.

Provide Ongoing Coaching: Listen to calls and provide constructive feedback to help agents

improve their sales techniques, communication skills, and customer service.

● Identify Training Needs: Recognize areas where the team, or individual members, need

additional training and development.

● Foster a Positive Environment: Create a cohesive, creative, and comfortable work

environment that encourages growth and collaboration.

Problem-Solving and Communication

● Handle Escalations: Serve as the point of contact for resolving complex or escalated

customer issues and complaints.

● Liaise with Management: Provide regular reports to senior management on team

performance, challenges, and achievements.

● Collaborate with Other Departments: Work with other departments, such as marketing and

sales, to align telemarketing efforts with broader business objectives.

● Resolve Conflicts: Mediate any interpersonal issues within the team to maintain a

harmonious work environment